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Wave Mobile Money is building financial services across Sub-Saharan Africa to make the continent cashless. The company operates in 9 countries with millions of users and has raised significant venture funding from top-tier investors including Sequoia, Stripe, and Y Combinator.
As Support Group Lead in Niamey, Niger, you will manage and lead a team of customer support representatives. You will be responsible for setting goals and targets, monitoring team performance, and ensuring excellent customer service delivery and prompt issue resolution.
Key responsibilities include:
- Managing day-to-day customer support functions for your team
- Responding to and escalating customer support issues
- Implementing customer support processes to enhance satisfaction
- Formulating and revising customer support policies
- Keeping the team informed of product updates, procedures, and industry trends
- Assessing support statistics and preparing detailed performance reports
- Conducting monthly 1-on-1s with support representatives
- Delivering performance evaluations and following disciplinary procedures
- Monitoring call quality and providing coaching
- Reporting to senior support leadership to ensure effective service operations
The role requires work authorization in Niger and is a permanent position. Wave offers competitive salaries calculated transparently, generous health insurance for employees and dependents, parental leave (26 weeks for mothers, 4 weeks for fathers), subsidized childcare, gym membership subsidies, airtime reimbursement, and free meals in a modern office space.
Requirements:
- Fluency in English and local languages
- At least one year of experience as a customer support representative (call center or customer service)
- One year of experience as a Customer Service Manager
- Ability to work flexible hours, including weekends when necessary
- Significant experience managing large teams of support representatives
- Strong strategic thinking and leadership capability
- Excellent communication, interpersonal, and diplomatic skills
- Detail-oriented with commitment to excellence
- Client-focused mindset with strong teamwork orientation
