Wave are hiring a Customer Support Team Lead

Our mission 

In 2017, over 1/2 of the populace in Sub-Saharan Africa had no financial institution account. That`s for true reason—the prices are too high, the nearest department may be miles away, and no person takes cards. Without get admission to to economic institutions, human beings are compelled to maintain their financial savings below the mattress. Small commercial enterprise proprietors rely upon creditors who price extortionate rates. Parents spend hours ready in line to pay college prices in coins.

We`re fixing this with the aid of using constructing economic offerings that simply work: no account prices, right away available, and normal everywhere. In locations in which electricity, water and roads don`t usually work, you could nevertheless ship cash with Wave. In 2017, we released a cellular app in Senegal for coins deposit, withdrawal, and peer-to-peer and commercial enterprise payments. Now, we’ve got tens of thousands and thousands of customers throughout six nations and are developing 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 

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

In this role, you’ll:

• Ensure the clean functioning of customer service offerings at Wave.
• Manage and coordinate help group representatives.
• Build person loyalty with the aid of using being the voice of Wave while customers name in for help or extra information.
• Manage the Support group, along with their schedule, and perform their overall performance reviews.
• Provide education and refresher publications for the help group to make certain they support their abilities and knowledge.
• Assess and talk human assets and fabric wishes to reap all help-associated activities.
• Work with unique product groups to enhance consumer experience, tools, and procedures.
• Prepare periodic reviews at the help activity.
• Participate and lead interview procedures for brand spanking new hires.
• Make certain OKRs are accomplished and procedures are respected.
• Ensure nice carrier for all Wave customers.
• Report insects detected to engineers.

Key details

• Location: You`ll paintings from our workplace in Senegal.
• Work authorization in Senegal is required.
• This is a everlasting position.
• Our salaries are aggressive and calculated the usage of a obvious formula. We run overall performance critiques two times a 12 months and award bonuses to robust performers
• who’ve been with the corporation for extra than 6 months.
• We provide beneficiant medical health insurance for your self and your dependents.
• We guide running parents – we provide 26 weeks of parental depart for moms and four weeks for fathers, similarly to backed infant care once they go back to paintings.
  Airtime reimbursement.
• Free meals and a lovely workplace space.

Requirements

• Seven years plus enjoy in customer support or name middle operations with as a minimum four years of enjoy main a group.
• A Bachelor`s diploma or above in Communications, Business administration, or every other associated field. A diploma in Management or schooling in group main is a plus.
• Strong skillability in French & English. Other languages or nearby languages can be an asset.
• Experience running at an worldwide corporation.

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 multi-task efficiently under time pressure.
• Able to work with cutting-edge technology and assimilate information rapidly.
• Have good organizational and time-management skills.
• Adjust quickly to changing priorities and conditions and cope effectively with complexity and change.

Our team

• We have a swiftly developing in-united states of america group in Senegal, Côte D`Ivoire, Mali, Burkina Faso, Gambia, and Uganda, plus far flung group contributors unfold throughout the world.
• We`re deeply obsessed with our venture of bringing greatly low-cost monetary offerings to the folks who want them maximum.
• We foster autonomy for our employees. You`ll personal your initiatives at each stage, from know-how the hassle to tracking your answer in production.
• We raised the most important Series A in Africa in 2021. Our world-magnificence investors, consist of Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
• In 2023, we had been on Y Combinator`s pinnacle 50 organizations through revenue.

How to apply

Fill out the shape below, and add a resume in English and a cowl letter describing your hobby in Wave and the position.

We evaluation programs regularly and propose which you observe to the position that maximum intently aligns together along with your skills, revel in and profession goals.

Wave is an equal-possibility employer. We rejoice variety and are devoted to growing an inclusive surroundings for all employees.

Please word that Wave isn’t always actively hiring withinside the U.S. at this time. Therefore, programs submitted through U.S.-primarily based totally candidates will now no longer be reviewed through our Talent group. We inspire all U.S.-primarily based totally candidates to preserve an eye fixed on our Careers web page for updates, as we can offer notifications as soon as we resume hiring withinside the U.S.

Pour postuler, veuillez cliquer sur ce lien : www.wave.com.