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 manage day-to-day customer support operations and lead support representatives. You will respond to and escalate support issues, implement support processes and policies, communicate product updates, analyze support statistics, conduct performance reviews and monthly one-to-ones, assess representatives, and improve call quality.
Requirements
- Fluency in English and local languages.
- At least one year of experience as a customer support representative.
- One year of experience as a Customer Service Manager.
- Ability to work flexible hours.
Responsibilities
- Manage day-to-day customer support functions.
- Respond to and escalate customer support issues.
- Implement customer-support processes.
- Develop and revise customer-support policies.
- Communicate product, procedure, and trend updates.
- Analyze support statistics and prepare reports.
- Conduct performance evaluations and follow disciplinary processes.
- Hold 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.
- Parental leave and subsidized childcare.
- Subsidized gym memberships and fitness classes.
- Airtime reimbursement.
- Free food.