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Wave Mobile Money is building financial services across Sub-Saharan Africa to make the continent cashless. The company operates a mobile money platform with millions of users across 9 countries, offering cash deposits, withdrawals, peer-to-peer payments, and business payments with no account fees.
As a Partner Operations Representative based in Banjul, The Gambia, you will be part of the integration team responsible for incorporating bill pay functionalities into Wave's user-facing apps. Your role is critical for maintaining the reliability of payment features, ensuring sufficient funding for business accounts, and nurturing partnerships with collaborators.
Key responsibilities include:
- Managing operationally escalated cases from Support Teams
- Interpreting user information and analyzing data visualizations (Periscope charts)
- Providing operational support and streamlining payment ticket management
- Forecasting and following up on collections
- Communicating clearly with users regarding issues, claims, and outages
- Escalating cases and claims to partners when necessary
- Maintaining clear communication with support and product teams
- Multitasking and managing multiple priorities effectively
- Maintaining organized records and communicating via Slack
- Communicating requirements to the engineering team independently
You will work from Wave's office in Kotu. This is a permanent position with competitive salaries calculated using a transparent formula. Benefits include generous health insurance for you and dependents, 26 weeks of parental leave for mothers (4 weeks for fathers), subsidized childcare, airtime reimbursement, and free food in a beautiful office space.
Wave was founded to solve financial inclusion in Africa. The company raised the largest Series A in Africa in 2021, backed by Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa. Wave is on Y Combinator's list of top companies by revenue.
Requirements:
- University degree in IT, finance, or a related discipline
- 2+ years of experience in a comparable position (Customer Service, Back Office)
- Basic technical knowledge and sense of prioritization
- Highly organized, independent, and self-motivated
- Fluency in English and local languages
- Work authorization in The Gambia required
Preferred qualifications:
- Experience in banking, financial institutions, or telecommunications
- Background in mobile wallets or money transfers
- Proficiency in SQL (advantageous but not mandatory)
- Exceptional listening skills and strong accountability
- Ability to comprehend and articulate user needs to leadership
