About the job
Our Mission
We are on a mission to transform Africa into the world’s first cashless continent.
In 2017, more than half of the population in Sub-Saharan Africa lacked access to banking services due to high fees, distant branches, and limited acceptance of cards. This has forced individuals to keep their savings at home and small business owners to rely on exorbitantly priced loans. Parents often spend hours in line to pay school fees with cash.
We are addressing these challenges by offering financial services that are accessible and efficient: no account fees, instant availability, and universal acceptance. In regions where essential services such as electricity and roads may falter, Wave allows users to send and receive money seamlessly. Since launching our mobile app in Senegal in 2017 for cash deposits, withdrawals, and peer-to-peer payments, we have rapidly expanded, now serving millions of users across nine countries.
Join us in our goal to establish Africa as the first cashless continent!
How You Will Contribute
As we embark on an exciting growth phase within our Customer Support team, we are seeking a passionate Support Group Lead who is dedicated to delivering exceptional customer experiences and prioritizing our customers in every action.
In this role, you will oversee and lead a team of customer support representatives. You will set objectives and targets for your team, monitor performance, and ensure that we provide outstanding customer service, promptly addressing all customer inquiries and issues.
Your responsibilities will include:
- Overseeing the daily operations of the customer support team.
- Addressing and escalating customer support challenges as necessary.
- Implementing processes to enhance customer satisfaction.
- Developing and updating customer support policies while ensuring their effective execution.
- Keeping the team informed about new products, procedures, and industry trends.
- Analyzing support metrics and preparing comprehensive reports.
- Conducting performance evaluations and managing disciplinary processes according to company policies.
- Holding monthly one-on-one meetings with your assigned customer support representatives.
- Reporting pertinent information to the support team leads to ensure optimal service delivery.
- Evaluating support representatives on a monthly basis.
- Listening to customer interactions to enhance service quality.

