Customer Support Team Lead

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... We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Support Team 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 a support team leader, you will be the point of contact for our support team members, so you are expected to lead by example, organise work, build reports, handle escalations, and support ad hoc projects and training. Seven years plus experience in customer service or call center operations with at least 4 years of experience leading a team. A Bachelor's degree or above in Communications, Business Administration, or any other related field. A degree in Management or training in team leading is a plus. We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon plus remote team members spread across the world. We're deeply pass