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Wave is building financial services for Africa, enabling cashless transactions across Sub-Saharan Africa. The company operates a mobile money platform in 9 countries with millions of users, offering cash deposits, withdrawals, peer-to-peer payments, and business payments with no account fees.
As Customer Support Team Lead, you will manage and lead Wave's customer support operations in Senegal. You'll oversee a team of support representatives and group leads, ensuring world-class customer experience delivery. Key responsibilities include:
• Managing team schedules, performance reviews, and hiring processes
• Providing training and skill development for support team members
• Handling customer escalations and serving as the primary contact point for the support team
• Building and maintaining user loyalty through exceptional support interactions
• Coordinating with product teams to improve customer experience, tools, and processes
• Preparing periodic reports on support metrics and activities
• Assessing and communicating HR and material resource needs
• Ensuring OKRs are achieved and processes are followed
• Reporting bugs and issues to engineering teams
You'll work from Wave's office in Dakar and be responsible for ensuring smooth, high-quality support services across the platform. The role requires strong leadership, excellent communication in French and English, and a deep commitment to customer satisfaction. You'll have autonomy to own your projects and drive improvements in support operations.
