Support Quality & Training 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... Are you passionate about developing people with an obsession to offer world-class customer experience? We are going through a fascinating period of growth in the Customer Support team and are looking for a Support Quality & Training Lead to join our thrilling journey ahead. You will be responsible for managing a team of more than 15 Support Quality & Training Officers, focusing on the Customer Service department processes. Your goal is to ensure that all customer contacts align with our values and deliver the best customer experience. Coll 5 years of experience in customer service or call centre operations, with at least 3 years of experience in a leadership coaching position. 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 passionate about our mission of bringing radically affordable financial services to the people who need them most. We foster autonomy for our employees.