Customer Support Representative

Our mission

We're making Africa the first cashless continent.

In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.

We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast.

Our goal is to make Africa the first cashless continent and that's where you come in...

How you'll help us achieve it

We’re hiring a Customer Support Representative who is dynamic and excited about giving the best experience to customers. Based in Côte d'Ivoire, you’ll be a part of our growing global Customer Support team.

In this role, you'll:

• Manage large amounts of incoming phone calls.

• Identify and assess customer needs to achieve satisfaction.

• Build sustainable relationships and trust with customers through open and interactive communication.

• Provide accurate, valid, and complete information by using the right methods/tools.

• Handle customer complaints, provide appropriate solutions and alternatives within reasonable time limits, and follow up to ensure resolution.

• Keep records of customer interactions, process customer accounts, and file documents.

• Follow communication procedures and guidelines.

• Go the extra mile in engaging customers.

Key details

• 6-month fixed-term contract.

• Location: Bouaké, Côte d'Ivoire

• Work authorization in Côte d'Ivoire is required.

• We offer generous health insurance for yourself and your dependents.

• We partner with local gym centers to promote physical activity in a dedicated space.

• Airtime reimbursement.

• Free food and beautiful office space.

Requirements

• 1 year of customer support experience or experience as a Client Service Representative.

• 2 years of higher education.

• Experience with mobile money or banking support will be an added advantage.

• Fluency in French.

• Willing to work outside regular working hours.

• Strong phone contact handling skills and active listening.

• Familiarity with CRM systems and practices.

• Customer orientation and ability to adapt/respond to different types of characters.

• Excellent communication and presentation skills.

• Ability to multi-task, prioritize, and manage time effectively.

• Fluency in Mooré and Bambara as a plus.

You might be a good fit if you

• Demonstrate tenacity and a willingness to go the distance to get something done.

• Are comfortable defaulting to over-communication and overreaching when it comes to coordination.

• Are excessively detail-oriented and seek to achieve excellence in everything you do.

• Are client-oriented and have strong interpersonal skills.

• Are a great communicator.

Our team

• We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon plus remote team members spread across the world.

• We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.

• We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.

• We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.

• We are on Y Combinator's top companies by revenue.

How to apply

Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.

We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.

Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.