Support Group Lead

Our mission We're making Africa the first cashless continent. In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash. We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast. Our goal is to make Africa the first cashless continent and that's where you come in...How you'll help us achieve it We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Support Group Lead to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do. As Support Group lead, you will manage and lead a team of customer support representatives. You will set goals and targets for your team, monitor team performance, and ensure that the team provides excellent customer service and addresses customer issues promptly and efficiently.  In this role, you'll:  Manage the customer support day-to-day functions of your team. Respond and escalate customer support issues. Implement customer support processes to enhance customer satisfaction. Formulate and revise customer support policies and promote their implementation. Inform the team of all new information related to products, procedures, and trends. Assess support statistics and prepare detailed reports on the findings. Delivering performance evaluations and following the disciplinary process according to company policy. Have 1-on-1s every month with the customer support representatives assigned to you. Report relevant information to the support team leads for the excellent functioning of the service. Assess Support representatives monthly. Listen to phone calls and improve quality. Key details Location: Senegal. Work authorization in Senegal is required. This is a permanent position. Our salaries are competitive and calculated using a transparent formula. We offer generous health insurance for yourself and your dependents. We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work. We help you live your fullest life now! We subsidize gym memberships and fitness classes. Airtime reimbursement. Free food and a beautiful office spa...