Partner Operations Representative
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa. Its offerings include money transfers, deposits and withdrawals, bill payments, airtime purchases, merchant payments, collections, bulk payments, and checkout APIs.
Funding
Projects
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
About the Role
In this role, you will manage operationally escalated cases from the Support Teams and keep bill pay services reliable and available. You will interpret user information and Sigma Charts, inform partners, and handle collections, forecasts and reconciliations until they are effective. You will communicate clearly with partners about issues, claims and outages, escalate them when needed, and coordinate with support and product teams verbally and in writing. You will write and ship clear public announcements, keep organized notes, and stay effective on Slack and Google Suite. You will juggle multiple tasks at once, from being on duty to treating bugs, claims and partner requests, and you will communicate precise requirements directly to the engineering team.
Requirements
- Fluency in English and a local language
- At least a Bachelor's degree in IT or a related discipline
- 2 - 3 years of experience in a comparable position
- Work authorization in Mali
Responsibilities
- Manage operationally escalated cases from the Support Teams
- Interpret user information and inform partners
- Interpret Sigma Charts
- Make collections, forecasts and reconciliations and follow them up until effective
- Communicate clearly with partners regarding issues, claims and outages
- Escalate cases, claims and outages to partners
- Communicate with the support team and product team verbally and in writing
- Write and ship public announcements under supervision
- Keep organized notes and communicate effectively on Slack and Google Suite
- Multitask across duty shifts, bugs, claims and partner requests
- Communicate precise requirements clearly to the engineering team
Benefits
- Generous health insurance for you and your dependents
- 26 weeks of parental leave for mothers and 4 weeks for fathers
- Subsidized child care
- Airtime reimbursement
- Free food
- Performance bonuses for strong performers
