Support Group Lead

At Wave, we aim to transform Africa into the first cashless continent. We launched in 2017 to provide accessible financial services without the burdens of high fees and limited access. Our mobile app has garnered millions of users across nine countries, and we are rapidly expanding.

Role Overview: We are seeking a dedicated Support Group Lead to enhance our customer support team's performance and drive exceptional customer experiences. This leadership role involves managing a team of customer support representatives and ensuring timely resolution of customer inquiries.

Main Responsibilities:

• Oversee daily operations of the customer support team.
• Respond to and escalate customer issues as necessary.
• Develop and implement processes to improve customer satisfaction.
• Update and communicate team members on product and procedural changes.
• Analyze support metrics and prepare reports on team performance.
• Conduct monthly performance evaluations and one-on-ones with team members.
• Collaborate with other leads to ensure efficient service delivery.

Requirements:

• Fluency in French and Mooré, with intermediate English proficiency.
• At least 2 years of experience in customer service management.
• 1 year of experience as a customer service representative.
• Bachelor’s degree.