Wave Mobile Money
Customer Support Team Lead
Banjul, The GambiaFull-timeGlobal
š Seniorš On-site
ActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will lead the support team, organize daily work and schedules, handle escalations, and serve as the point of contact for support staff. You will build and deliver training, prepare periodic reports, assess staffing and material needs, work with product teams to improve the customer experience, participate in hiring, ensure OKRs and processes are met, maintain quality of service, and report bugs to engineers.
Requirements
- ā7+ years experience in customer service or call center operations
- āAt least 4 years experience leading a team
- āBachelor's degree or above in Communications, Business Administration, or related field
- āDegree in Management or training in team leading is a plus
- āStrong proficiency in Wolof and English
- āExperience working at an international company
Responsibilities
- āEnsure the smooth functioning of customer support services
- āManage and coordinate support team representatives
- āBuild user loyalty by being the voice of Wave for callers
- āManage team schedules and conduct performance reviews
- āProvide training and refresher courses for support staff
- āAssess and communicate human resources and material needs
- āWork with product teams to improve customer experience, tools, and processes
- āPrepare periodic reports on support activity
- āParticipate in and lead interview processes for new hires
- āEnsure OKRs are achieved and processes are respected
- āEnsure quality service for all users
- āReport bugs detected to engineers
Benefits & Perks
- āGenerous health insurance for the employee and dependents
- ā26 weeks parental leave for mothers
- ā4 weeks parental leave for fathers
- āSubsidized child care upon return to work
- āAirtime reimbursement
- āFree food
- āBeautiful office space
Tech Stack
trainingescalationperformance metricsproduct collaborationWolofcustomer servicehiringbug reportingreporting