Support Group Lead
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 history
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
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the day-to-day work of customer support representatives, respond to and escalate issues, and improve support processes and policies. You will monitor performance, prepare reports, conduct evaluations and monthly one-to-ones, share product updates, and improve call quality.
Requirements
- Fluency in French and English
- 2+ years of experience as a Customer Service Manager or equivalent
- Bachelor's degree in Business Administration, Communication, or a related discipline
- Experience managing a large team of support representatives
Responsibilities
- Manage day-to-day customer support functions
- Respond to and escalate customer support issues
- Implement customer support processes to improve satisfaction
- Formulate and revise customer support policies
- Communicate product, procedure, and trend updates to the team
- Assess support statistics and prepare reports
- Deliver performance evaluations and follow disciplinary processes
- Conduct monthly one-to-one meetings 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
- Parental leave
- Subsidized childcare
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Office space