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Customer Support Team Lead
Wave
Posted 4 months agoBanjul, The Gambia
Location
Banjul, The Gambia
Job Type
Full-time
Experience
Senior
Category
Customer Service
Job Description
Wave is hiring a Customer Support Team Lead in The Gambia to lead the support team through an exciting growth period. As a support team leader, you will be the point of contact for support team members, lead by example, organize work, build reports, handle escalations, and support training. This is a permanent position.
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Requirements
- 7+ years of experience in customer service or call center operations with at least 4 years leading a team.
- Bachelor's degree in Communications, Business Administration, or related field.
- Strong proficiency in Wolof and English.
- Experience working at an international company.
- Work authorization in The Gambia required.
Responsibilities
- Ensure the smooth functioning of customer support services at Wave.
- Manage and coordinate support team representatives.
- Build user loyalty by being the voice of Wave when users call in.
- Manage the Support team including their schedules and conduct performance reviews.
- Provide training and refresher courses for the support team.
- Assess and communicate human resources and material needs.
- Work with product teams to improve customer experience, tools, and processes.
- Prepare periodic reports on support activity.
- Participate and lead interview processes for new hires.
- Ensure OKRs are achieved and processes are respected.
- Report bugs detected to engineers.
Benefits
- Competitive salary.
- Generous health insurance for yourself and your dependents.
- 26 weeks parental leave for mothers, 4 weeks for fathers, plus subsidized childcare.
- Airtime reimbursement.
- Free food and a beautiful office space.
How to Apply
Fill out the application form on Wave's careers page and upload a resume in English and a cover letter.
