Partner Operations 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
You will lead, coach and schedule Partner Operations Representatives. You will resolve escalated partner cases, use Sigma data to guide decisions, communicate issues and outages, coordinate support across internal functions, publish announcements, address bugs with integrations, and communicate partner requirements to engineering.
Requirements
- Fluency in English, French and a local language
- Bachelor's degree in IT or a related discipline
- At least 4 years of comparable partner operations, customer service or back-office experience
- At least 2 years of team-lead experience
- Technical expertise
- Work authorization in Côte d’Ivoire
Responsibilities
- Lead, coach and mentor Partner Operations Representatives
- Plan team activities and schedules
- Assign work to team members
- Manage escalated partner cases and issues
- Interpret Sigma charts to support decisions
- Communicate with users about issues, claims and outages
- Escalate cases, claims and outages to appropriate teams
- Coordinate with customer support, product, engineering, finance and compliance teams
- Publish public announcements
- Address bugs and requests with the integrations team
- Communicate partner requirements to engineering
Benefits
- Health insurance for employees and dependents
- 26 weeks of parental leave for mothers
- 4 weeks of parental leave for fathers
- Subsidized child care
- Airtime reimbursement
- Free food
