Customer Support Team Lead
✨ AI Summary
About Us: At Wave, our mission is to transform Africa into the first cashless continent. With a focus on providing accessible financial services, we aim to eliminate barriers caused by high fees and limited access to banking. Since launching in 2017, our innovative mobile app has facilitated cash deposits, withdrawals, and payments for millions across nine countries.
Role Overview: We are seeking a passionate Customer Support Team Lead to play a pivotal role in our growth journey. The ideal candidate will be dedicated to delivering exceptional customer experiences and will lead our support team by example.
Main Responsibilities:
- Oversee the daily operations of the customer support team.
- Manage team scheduling and conduct performance evaluations.
- Lead training sessions to enhance team skills.
- Collaborate with product teams to improve customer experience.
- Prepare regular reports on support activities.
- Participate in recruitment for new team members.
- Ensure adherence to objectives and quality service standards.
Requirements:
- 7+ years in customer service or call center roles, with 4+ years in a leadership capacity.
- Bachelor’s degree in Communications, Business Administration, or related fields.
- Fluency in French and English; knowledge of other languages is a plus.
- Experience in international companies is preferred.
Wave is committed to fostering a diverse and inclusive workplace.
