Customer Support Representative
Wave is a mobile money company reinventing financial services across Africa. It lets users deposit, withdraw, and pay bills for free, send money for a 1% fee, and buy airtime instantly, serving everyday consumers who need affordable, accessible banking.
Projects
About Wave
Wave offers mobile money services designed to make banking modern and affordable, primarily for underserved populations across Africa. Its core product allows users to deposit and withdraw money for free, pay bills for free, send money to anyone for only 1%, and buy airtime instantly, backed by toll-free customer support and strong security. Wave operates across numerous African markets including Burkina Faso, Cameroon, Cote d'Ivoire, DRC, Gambia, Malawi, Mali, Niger, Senegal, Sierra Leone, and Uganda, with a global team building what it describes as 'the future of money, Africa-first.' The company emphasizes a distinct hiring philosophy and culture rooted in transparency, mission-driven work, honesty, and rapid iteration, serving individual consumers and agents who rely on Wave for everyday financial transactions.
Skills
About the Role
You'll be part of the growing global Customer Support team based in Kotu, The Gambia. You will respond to user questions and concerns, represent Wave to users through the call center, and handle both incoming and outgoing customer calls. You'll conduct satisfaction surveys, report bugs to engineers, and escalate issues when needed. You'll follow cases through to resolution and coordinate with other departments when customers or partners reach out. You'll help and inform customers whenever they run into issues.
Requirements
- Fluency in English and local languages
- At least one year of experience in a comparable position (Call center, Customer Service)
- A High school diploma
- Being able to work with flexible schedules
Responsibilities
- Respond to user questions and concerns
- Represent Wave to users through the call center
- Make outgoing calls to customers
- Answer incoming calls from customers
- Conduct satisfaction surveys
- Report bugs to engineers and escalate when needed
- Follow a case until a solution is found
- Coordinate with other departments when customers or partners get in touch
- Help or inform customers when they have issues
Benefits
- Generous health insurance for yourself and your dependents
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food and a beautiful office space