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Wave is a fintech company on a mission to make Africa the first cashless continent by building accessible financial services across Sub-Saharan Africa. 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.
You will lead the Support Quality & Training function within Wave's rapidly growing Customer Support team. This is a people-management role where you'll oversee a team of Support Quality & Training Officers and drive operational excellence across customer service processes.
Key responsibilities include:
- Manage and update knowledge management systems to reflect quality standards, protocols, product changes, and process improvements
- Document and provide guidance on new and existing processes and standards within the Customer Service department
- Create and deliver training materials, ensuring they are recorded and accessible to the team
- Develop analytical reports that link quality performance metrics with customer satisfaction outcomes, sharing insights with relevant managers
- Collaborate across departments on projects and training initiatives
- Execute the Quality Framework alongside your team, ensuring quality results meet organizational expectations
- Lead, support, guide, and develop the Quality & Training Officers reporting to you
You'll work in a fast-growing organization with a mission-driven culture that emphasizes autonomy, ownership, and impact. The role is based in Kotu, The Gambia, and is permanent.
REQUIREMENTS:
- Fluency in English and local languages
- Bachelor's degree in any discipline
- 5+ years of experience in customer service or call center operations, with at least 2 years in a leadership coaching position
- Strong knowledge of customer service processes
- Significant experience training large teams
- Ability to schedule and conduct training via Zoom or Google Meet
- Detail-oriented with a commitment to excellence
- Strong interpersonal and diplomatic communication skills
- Availability including weekends when necessary
- Work authorization in The Gambia required
