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Wave Mobile Money is building financial services across Africa to make the continent cashless. The company operates in 9 countries with millions of users and has raised significant funding from top-tier investors including Sequoia, Stripe, and Y Combinator.
As Support Group Lead, you will manage and lead a team of customer support representatives based in Kotu, The Gambia. You will be responsible for setting goals and targets, monitoring team performance, and ensuring excellent customer service delivery.
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 direct reports
- Delivering performance evaluations and following disciplinary procedures
- Listening to phone calls and providing quality coaching
- Assessing support representatives monthly
- Reporting to senior support leadership to ensure effective service operations
The role offers competitive salaries calculated transparently, generous health insurance for you and dependents, 26 weeks parental leave for mothers (4 weeks for fathers), subsidized childcare, gym membership subsidies, airtime reimbursement, and free food with 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
- Work authorization in The Gambia required
Ideal candidates demonstrate tenacity, strategic thinking, strong communication and interpersonal skills, exceptional attention to detail, client orientation, and a collaborative team spirit.
