Support Group Lead

Our mission

We're making Africa the first cashless continent.

In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.

We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast.

Our goal is to make Africa the first cashless continent and that's where you come in...

How you'll help us achieve it

As Support Group lead, you will manage and lead a team of customer support representatives. You will set goals and targets for your team, monitor team performance, and ensure that the team provides excellent customer service and addresses customer issues promptly and efficiently.

In this role, you'll:

Manage the customer support day-to-day functions of your team.

Respond and escalate customer support issues.

Implement customer support processes to enhance customer satisfaction.

Formulate and revise customer support policies and promote their implementation.

Inform the team of all new information related to products, procedures, and trends.

Assess support statistics and prepare detailed reports on the findings.

Delivering performance evaluations and following the disciplinary process according to company policy.

Have 1-on-1s every month with the customer support representatives assigned to you.

Report relevant information to support team leads to ensure the service functions effectively.

Assess Support representatives monthly.

Listen to phone calls and improve quality.

Key details

Location: Kotu, The Gambia

Work authorisation in The Gambia is required.

This is a permanent position.

Our salaries are competitive and calculated using a transparent formula.

We offer generous health insurance for yourself and your dependents.

We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.

We help you live your fullest life now! We subsidize gym memberships and fitness classes.

Airtime reimbursement.

Free food and a beautiful office space.

Requirements

• Fluency in English and local languages.
• At least one year of experience as a customer support representative (call center, customer service).
• One year of experience as a Customer Service Manager.
• Ability to work flexible hours.
• You might be a good fit if you
• Demonstrate tenacity and a willingness to go the distance to get something done: work flexible hours.
• Can think strategically and lead.
• Are comfortable defaulting to over-communication and overreaching in coordination.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are client-oriented and have strong interpersonal skills.
• Are a diplomatic speaker.
• Have a teamwork spirit.
• Are available every day of the week, including weekends, if necessary.
• You have significant experience managing a large team of Support Representatives.
• Our team
• We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon plus remote team members spread across the world.
• We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
• We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
• We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
• We are on Y Combinator's top companies by revenue.
• How to apply
• Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
• We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
• Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.