Support Group Lead
Wave is a mobile money company reinventing financial services across Africa. It lets users deposit, withdraw, and pay bills for free, send money for a 1% fee, and buy airtime instantly, serving everyday consumers who need affordable, accessible banking.
Projects
About Wave
Wave offers mobile money services designed to make banking modern and affordable, primarily for underserved populations across Africa. Its core product allows users to deposit and withdraw money for free, pay bills for free, send money to anyone for only 1%, and buy airtime instantly, backed by toll-free customer support and strong security. Wave operates across numerous African markets including Burkina Faso, Cameroon, Cote d'Ivoire, DRC, Gambia, Malawi, Mali, Niger, Senegal, Sierra Leone, and Uganda, with a global team building what it describes as 'the future of money, Africa-first.' The company emphasizes a distinct hiring philosophy and culture rooted in transparency, mission-driven work, honesty, and rapid iteration, serving individual consumers and agents who rely on Wave for everyday financial transactions.
Skills
About the Role
You will manage and lead a team of customer support representatives, setting goals and targets while monitoring team performance to ensure the team provides excellent customer service and addresses customer issues promptly and efficiently. You'll be responsible for the day-to-day functions of your team, responding to and escalating issues, and implementing processes that enhance customer satisfaction. You'll also hold regular 1-on-1s with your team members, assess their performance monthly, and listen in on calls to improve quality.
Requirements
- Fluency in English and local languages
- At least one year of experience as a customer support representative (call center, customer service)
- One year of experience as a Customer Service Manager
- Ability to work flexible hours
- Work authorisation in The Gambia is required
Responsibilities
- Manage the customer support day-to-day functions of your team
- Respond and escalate customer support issues
- Implement customer support processes to enhance customer satisfaction
- Formulate and revise customer support policies and promote their implementation
- Inform the team of all new information related to products, procedures, and trends
- Assess support statistics and prepare detailed reports on the findings
- Deliver performance evaluations and follow the disciplinary process according to company policy
- Have 1-on-1s every month with the customer support representatives assigned to you
- Report relevant information to support team leads to ensure the service functions effectively
- Assess support representatives monthly
- Listen to phone calls and improve quality
Benefits
- Generous health insurance for yourself and your dependents
- Generous parental leave policies (26 weeks for mothers and 4 weeks for fathers)
- Subsidized childcare when you return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food and a beautiful office space