Support Group 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 day-to-day customer support operations, set targets, monitor performance, resolve and escalate customer issues, implement support processes and policies, communicate product updates, analyze support statistics, conduct evaluations and one-to-ones, and improve call quality.
Requirements
- English and local-language fluency
- At least one year of customer support representative experience
- One year of customer service manager experience
- Ability to work flexible hours
Responsibilities
- Manage daily customer-support operations
- Respond to and escalate customer-support issues
- Implement support processes to improve customer satisfaction
- Develop and revise support policies
- Communicate product, procedure, and trend updates
- Analyze support statistics and prepare reports
- Deliver performance evaluations and follow disciplinary processes
- Conduct monthly one-to-ones with support representatives
- Report relevant information to support team leads
- Assess support representatives monthly
- Review phone calls and improve quality
Benefits
- Health insurance for employees and dependents
- 26 weeks of maternity leave and 4 weeks of paternity leave
- Subsidized child care
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Office space