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About Wave Mobile Money

Wave Mobile Money is driven by a mission to transform Africa into the world's first cashless continent. In 2017, more than half the population in Sub-Saharan Africa lacked access to bank accounts due to high fees, distant branches, and lack of card acceptance. This led many to keep money hidden at home, pay exorbitant rates to lenders, and spend hours paying in cash. Wave addresses these issues by delivering financial services that are free of account fees, instantly accessible, and widely accepted, even in areas with inconsistent electricity, water, or road infrastructure. Since our launch in 2017 with a mobile app in Senegal, we have expanded to 9 countries with millions of users and are growing rapidly.

Key Responsibilities

Oversee daily operations of the customer support team to ensure efficient functioning.
Handle and escalate customer support cases as needed.
Develop and implement customer support processes to improve service satisfaction.
Create, evaluate, and enforce customer support policies.
Keep the team updated on product knowledge, procedural changes, and industry trends.
Analyze support data and generate detailed reports on team performance.
Conduct employee performance reviews and administer disciplinary actions per company policies.
Hold monthly one-on-one meetings with support representatives to provide guidance and feedback.
Share pertinent information with support team leads to maintain effective service delivery.
Perform monthly assessments of support personnel.
Monitor and review phone interactions to enhance service quality.

Candidate Requirements

Fluency in English and local languages is essential.
Minimum of one year experience as a customer support representative within call centers or similar environments.
At least one year experience in a Customer Service Manager role.
Flexibility to work varying hours, including potentially weekends.

Ideal Candidate Profile

Resilient and determined to meet objectives, willing to work flexible hours.
Strong strategic thinking and leadership capabilities.
Prefers proactive communication and coordination beyond expectations.
Meticulous attention to detail with a commitment to excellence.
Client-focused with excellent interpersonal skills.
Skilled and tactful communicator.
Team-oriented mindset.
Availability throughout the week, including weekends as necessary.
Experience managing large teams of support representatives is highly advantageous.

Additional Information

Location: Kotu, The Gambia
Work authorization to operate in The Gambia is required.
This role is permanent with competitive salary defined transparently.
Comprehensive health insurance coverage is provided for employees and dependents.
Generous parental leave policies: 26 weeks for mothers and 4 weeks for fathers, with childcare subsidies upon return.
Support for wellness through gym membership and fitness class subsidies.
Airtime reimbursement is available.
Enjoy free meals and work in a pleasant office environment.

About the Team and Culture

Wave has a fast-growing presence across several African countries and includes remote team members globally. The company is passionately committed to providing affordable financial services to underserved communities. Employees are given autonomy over projects from inception to monitoring in production. We are backed by top-tier investors and recognized as one of the highest revenue-generating graduates of Y Combinator.

Support Group Lead