Customer Support Lead

About the role

Khalti serves millions of digital wallet users across Nepal. We're looking for a Customer Support Lead to run the help desk, coach the team, and turn recurring issues into product feedback.

What you’ll do

• Own response times and satisfaction across support channels.
• Coach and schedule a team of support associates.
• Escalate and track product issues to resolution.
• Turn ticket trends into a monthly report for product teams.

What we’re looking for

• 3+ years in customer support, one of them leading a team.
• Fluent written and spoken English and Nepali.
• Experience with help-desk tooling and reporting.
• Calm, structured approach to escalations.