Customer Support Team Lead
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa.
Funding history
About Wave Mobile Money Inc.
Wave Mobile Money builds and operates a mobile financial network intended to help make Africa the first cashless continent. Its consumer services enable users to deposit and withdraw money, send funds, pay bills, buy airtime, and access customer support through mobile applications and agents. Wave Business provides bulk payments, in-person merchant payments, cash collection tools, a business portal, and checkout APIs. The company serves consumers, agents, merchants, businesses, and other clients across multiple African countries.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Lead Wave's customer support team by organizing work, managing schedules and performance reviews, handling escalations, preparing reports, coordinating training, improving customer experience with product teams, supporting hiring, achieving OKRs, and reporting bugs to engineers.
Requirements
- Seven years plus experience in customer service or call center operations with at least 4 years of experience leading a team
- Bachelor's degree or above in Communications, Business administration, or a related field
- Strong proficiency in French and English
- Experience working at an international company
- Work authorization in Senegal
- Proven experience managing a service and support-focused team culture
- In-depth knowledge of performance metrics
- Excellent oral and written communication
- Ability to multitask efficiently under time pressure
- Ability to work with cutting-edge technology and assimilate information rapidly
- Good organizational and time-management skills
- Ability to adjust quickly to changing priorities and cope effectively with complexity and change
Responsibilities
- Ensure the smooth functioning of customer support services
- Manage and coordinate support team representatives and support team group leads
- Build user loyalty by being the voice of the company when users call for support
- Manage the support team schedule and carry out performance reviews
- Provide training and refresher courses for the support team
- Assess and communicate human resources and material needs for support activities
- Work with product teams to improve customer experience, tools, and processes
- Prepare periodic reports on support activity
- Participate in and lead interview processes for new hires
- Ensure OKRs are achieved and processes are respected
- Ensure quality service for all users
- Report detected bugs to engineers
Benefits
- Generous health insurance for yourself and your dependents
- 26 weeks of parental leave for mothers and 4 weeks for fathers
- Subsidized child care
- Airtime reimbursement
- Free food
Hiring Process
Submit an application form with a resume in English and a cover letter describing your interest in Wave and the role. Applications are reviewed frequently.
