Triply is hiring a Customer Support Lead in Nairobi to build and scale its customer support function from scratch. This is a senior, strategic role — not a traditional support position. You’ll design systems, implement tools, define workflows, handle payment escalations, and build a high-performing support team over time. Reports to the COO/Head of Operations/CEO.
About Triply
Triply builds infrastructure for travel businesses — combining operations, payments, and financial tools into one platform. They help travel businesses manage bookings, collect payments, pay suppliers, and operate efficiently across borders. Customer support is becoming a core part of the product and brand experience as the company scales.
Key Responsibilities
Support Function Buildout & Strategy
- Build Triply’s customer support function from the ground up — structure, workflows, processes, and team operating model
- Design scalable support systems that grow with the business
- Create playbooks, SOPs, escalation frameworks, QA standards, and knowledge base structures
- Define SLAs, response targets, escalation paths, and support coverage models
- Build dedicated processes for high-priority payment issues — failed payments, payout delays, FX issues, settlement questions, chargebacks, and transaction disputes
Tools & Systems
- Own and optimise Intercom — inbox setup, routing logic, automations, macros, help centre, tagging, and reporting
- Evaluate and implement the right support stack across ticketing, help desk, escalation, QA, and customer communication
- Build self-serve support infrastructure — FAQs, help centres, templates, and customer education workflows
- Create internal systems for tracking issue types, root causes, resolution times, and recurring pain points
Customer Experience & Escalations
- Manage day-to-day support operations and ensure timely, high-quality issue resolution
- Personally handle or oversee high-impact escalations — payments, accounts, bookings, refunds, reconciliations, and platform issues
- Build feedback loops between support, product, operations, finance, and engineering
Team Building & Leadership
- Hire, train, mentor, and manage support team members as the function scales
- Create onboarding and training programmes for new support hires
- Build a culture of accountability, urgency, empathy, and operational excellence
- Establish performance metrics, coaching rhythms, and QA reviews
Analytics & Continuous Improvement
- Track and report on first response time, resolution time, backlog, SLA attainment, CSAT, escalation rate, reopen rate, and contact drivers
- Use support data to identify root causes and recommend product and process improvements
- Drive initiatives that reduce ticket volume and improve customer satisfaction
Requirements
Experience
- 5+ years in customer support, customer operations, or service delivery
- At least 2 years in a leadership or managerial role
- Strong experience in payments, fintech, banking, or SaaS with payment operations
- Proven track record building or significantly improving a support function or system
- Hands-on Intercom experience — required
- Experience handling payment issues — settlements, reconciliations, disputes, refunds, onboarding, and transactional support
Skills
- Strong analytical skills — using data to drive support decisions
- Excellent written and verbal communication
- Highly organised, detail-oriented, and process-driven
- Strong leadership and people management capability
- Comfortable building structure in a fast-paced startup environment where none currently exists
Preferred
- B2B support experience in fintech, SaaS, travel tech, or payments infrastructure
- Experience setting up help centres, QA frameworks, and support reporting dashboards
- Familiarity with support metrics and workforce planning
- Understanding of cross-border payments, payouts, card payments, FX, or transaction operations — strong advantage
How to Apply
🌐 Apply via the official Triply application form →
