About nsave
nsave is a fintech company headquartered in London. Founded by Amer Baroudi and Abdallah AbuHashem, our vision is to "Protect and grow the wealth of the financially excluded". We have built a global platform that provides trusted USD accounts, global payments, and investments for individuals from distressed economies, where inflation is high and banking systems are unstable. Our compliance-by-design approach and proprietary technology allow us to deliver these services securely and at scale.
To date, nsave has raised $22M from leading investors including Sequoia Capital, TQ Ventures, Y Combinator, and SV Angel. Our team has grown 200% in the last year, and with so much more ahead, we're just getting started
Learn more at
Location: Full-time, on-site role based in London
About the Role
As our Customer Support Lead, you will build, manage, and scale a high-performing customer support function at the heart of nsave's mission. This is a business-critical role, responsible for ensuring our customers receive rapid, high-quality support while continuously improving systems, feedback loops, and operational excellence. You will lead a team of 10 Customer Support agents and play a central role in shaping how we deliver a world-class support experience as we scale.
You will:
Lead and manage a team of 10 Customer Support agents, ensuring performance, quality, and accountability
Design and oversee CS planning, coordination, and scheduling to ensure consistent coverage and service levels
Audit performance and quality, implementing structured feedback and continuous improvement processes
Build strong feedback loops between Customer Support, Product, Engineering and Operations to surface user pain points and drive improvements
Develop scalable systems and automations to optimise recurring workflows and reduce manual effort
Analyse support data to identify trends, root causes, and highest-impact opportunities for improvement
Maintain and enhance knowledge bases, documentation, and internal frameworks
Ensure rapid and proactive responses to customer issues, bugs, and operational queries
Who you are
Experienced in leading customer support teams within a high-growth startup or fintech environment
Strong track record of building scalable support processes and operational frameworks
Data-driven and tech-savvy, with the ability to use insights to drive meaningful improvements
Experienced in automation and workflow optimisation, reducing manual friction through smart systems
Comfortable analysing performance metrics and translating them into action
Proactive, decisive, and able to operate effectively in a fast-paced, high-ambiguity environment
Strong communicator who can collaborate cross-functionally with Product, Engineering, and Operations
Methodical and structured, ensuring clear processes and strong feedback loops
Coding knowledge or technical fluency is highly desirable
How You'll Make a Difference
Build a rapid, scalable customer support function that grows alongside the business
Create strong operational foundations that ensure quality, consistency, and accountability
Surface actionable insights from customer interactions to directly inform product and operational improvements
Automate and optimise workflows to increase efficiency and reduce response times
Maintain high standards in performance auditing, quality assurance, and knowledge management
Embed a culture of urgency, ownership, and excellence within the support team
nsave Values
Alongside technical excellence, we look for people whose values align with ours:
Service – "Mission First": We put the mission, our customers, and our team above self.
Urgency – "Stay focused. Move fast": We act with urgency and intention, concentrating on what matters most.
Ownership – "Act as an Owner": We take responsibility for outcomes end-to-end.
Standards – "Pursue Excellence": We hold ourselves to high personal standards and continuously improve.
We hold ourselves to high personal standards and continuously improve.
Please apply only if you:
Are deeply motivated by nsave's mission and the problems we are solving
Thrive in high-ownership, high-accountability environments
Are comfortable operating with urgency and ambiguity
Want to build and scale a best-in-class customer support function in an early-stage, high-growth fintech
Employee Benefits
nsave Share Options (subject to eligibility and plan rules)
25 days Annual leave (+ UK Public Holidays)
Visa Sponsorship available
Private Medical Insurance
Free monthly Gym membership (via hussle)
£500 GBP Health & Wellness Budget
Individual Learning & Development Budget
Season Ticket Loan Scheme
Cycle to Work Scheme
nsave is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and welcome applications from all backgrounds, identities, and experiences. We do not discriminate on the basis of age, gender, ethnicity, religion, sexual orientation, disability, or any other protected characteristic.