Customer Support Team Lead

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 are going through an extremely exciting period of growth in the Customer Support team and are looking for a Support Team Lead to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.

As a support team leader, you will be the contact point for our support team members, so you are expected to lead by example, organise work, build reports, handle escalations, and help with ad hoc projects and training.

In this role, you'll:

• Ensure the smooth functioning of customer support services at Wave.

• Manage and coordinate support team representatives.

• Build user loyalty by being the voice of Wave when users call in for support or more information.

• Manage the Support team, including their schedules, and conduct their performance reviews.

• Provide training and refresher courses for the support team to ensure they strengthen their skills and knowledge.

• Assess and communicate human resources and material needs to achieve all support-related activities.

• Work with product teams across the organisation to improve the customer experience, tools, and processes.

• Prepare periodic reports on the support activity.

• Participate and lead interview processes for new hires.

• Ensure OKRs are achieved, and processes are respected.

• Ensure quality service for all Wave users.

• Report bugs detected to the engineers.

Key details

• Location: You'll work from our office in Senegal.

• Work authorization in Senegal is required.

• This is a permanent position.

• Our salaries are competitive and calculated using a transparent formula.

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

• We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.

• Airtime reimbursement.

• Free food and a beautiful office space.

Requirements

• Seven years plus experience in customer service or call center operations with at least 4 years of experience leading a team.

• A Bachelor's degree or above in Communications, Business Administration, or any other related field. A degree in Management or training in team leading is a plus.

• Strong proficiency in French & English. Other languages or local languages may be an asset.

• Experience working at an international company.

You might be a good fit if you

• Have proven experience in managing a service and support-focused team culture.

• Love being the first line of support and troubleshooting issues.

• Have in-depth knowledge of performance metrics.

• Are an excellent communicator, both oral and written.

• Able to multitask efficiently under time pressure.

• Able to work with cutting-edge technology and assimilate information rapidly.

• Have good organisational and time-management skills.

• Adjust quickly to changing priorities and conditions and cope effectively with complexity and change.

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.