Support Group Lead

Our MissionAt Wave, we are committed to transforming Africa into the world's first cashless continent. In 2017, more than half of Sub-Saharan Africa's population lacked bank accounts due to high fees and distant branches. Many individuals resort to keeping their savings under mattresses, while small business owners face exorbitant lending rates. Parents often wait in long queues to pay for school fees in cash.We are changing this narrative by providing financial services that are accessible, fee-free, and universally accepted. In regions where services like electricity and reliable transportation can be unreliable, you can still send money easily using Wave. Since our mobile app launch in Senegal in 2017, we have grown to millions of users across nine countries and continue to expand rapidly.Your involvement will be crucial in achieving our goal of a cashless Africa.Your RoleAs a People Partner - Support, you will play a vital role in assisting Wave's call center team in The Gambia through strategic and operational support aligned with our people goals. By adopting an employee-first mindset, you will cultivate strong relationships with stakeholders. Collaborating with the local Support and People Teams, you will implement specific strategies that align with our overarching company objectives.Your daily responsibilities will include fostering a culture of excellence where employees feel engaged and motivated to achieve outstanding business results.In this role, you will:Work closely with the Support department to devise an HR strategy that aligns with the team's objectives, including talent development and management.Identify opportunities for enhancing organizational effectiveness through structural changes and improved employee engagement and retention.Partner with Support Leads to ensure adherence to performance management workflows, including regular feedback and career development discussions.Conduct audits of employee sick time records to ensure compliance with company policies.Oversee and document employee tenure changes for the Benefit and Health Review, ensuring timely updates.

About wavemm1 wavemm1 is working to make Africa the first cashless continent. Many people in Sub-Saharan Africa still lack access to banking due to high fees, distant branches, and limited card payment options. As a result, families and business owners face challenges like hidden savings, high-interest loans, and long waits to pay bills in cash. wavemm1 addresses these issues by offering easy-to-use financial services: no account fees, instant access, and broad acceptance, even in areas with unreliable utilities. Since launching in Senegal in 2017, the company has expanded to millions of users across nine countries. Role Overview The Partner Operations Representative joins the integration team to help bring bill payment features into wavemm1’s user-facing apps. This role supports a smooth payment experience for customers, agents, and businesses. Key responsibilities include ensuring these features work reliably, keeping business accounts funded, and building strong partnerships. What You Will Do Manage operational cases escalated from Support Teams. Interpret user information accurately. Analyze and interpret data from periscope charts. Support operations and improve payment ticket management. Forecast and track collections. Communicate clearly with users about issues, claims, and outages. Escalate cases, claims, and outages to partners as needed. Maintain strong communication with the support and product teams. Multitask and prioritize work effectively. Keep organized records and communicate through Slack. Share requirements with the engineering team independently. Who We’re Looking For This position is based in Banjul, The Gambia. The ideal candidate is proactive, resourceful, determined, diligent, and focused on results.

Our MissionAt Wave, we are dedicated to transforming Africa into the first cashless continent. In 2017, more than half of the Sub-Saharan African population lacked access to banking services, often due to high fees and the distance to branches. Many individuals keep their savings at home, while small business owners are burdened by exorbitant lending rates, and parents endure long waits to pay school fees in cash.We are changing this narrative by developing financial services that are accessible, affordable, and widely accepted. Our mobile app, launched in Senegal in 2017, facilitates cash deposits, withdrawals, and peer-to-peer and business payments. Today, we proudly serve millions of users across nine countries and continue to expand rapidly.Your role is crucial in helping us achieve our goal of a cashless Africa.Your ImpactAre you a motivated, detail-oriented individual with a knack for building relationships? Join Wave's growing talent team during this exciting growth journey. Based in The Gambia, you will spearhead high-volume recruitment for our Support team, overseeing recruitment events and the onboarding process for new employees.In this role, you will:Oversee the entire Support hiring process, including sourcing, screening, and interviewing candidates.Coordinate recruitment events and medical evaluations.Develop talent pools and ensure outstanding candidate experiences.Collaborate with various departments for smooth onboarding of new hires.Promote Wave's culture, values, and practices.

Our VisionWe are dedicated to transforming Africa into the world's first cashless continent.In 2017, more than half of the population in Sub-Saharan Africa lacked access to banking services. This is largely due to exorbitant fees, the distance to the nearest branch, and the limited acceptance of card payments. Consequently, individuals often resort to keeping their savings at home, small business owners are subjected to high-interest loans, and parents spend countless hours in queues to pay school fees in cash.We are addressing these challenges by developing financial services that are user-friendly: with no account fees, instant availability, and widespread acceptance. Even in areas with unreliable infrastructure, such as electricity and road access, you can easily send money using Wave. Our mobile app, launched in Senegal in 2017, facilitates cash deposits, withdrawals, and peer-to-peer as well as business payments. Today, we proudly serve millions of users across nine countries and continue to expand rapidly.Your role will be vital in aiding us to achieve our mission.Your ContributionAs we experience an exciting phase of growth within our Customer Support team, we are on the lookout for a Support Quality & Training Officer to join our journey. We seek someone who is deeply passionate about delivering a world-class customer experience, placing our customers at the core of every action.In this position, you will:Create comprehensive training materials for customer support, including digital presentations, manuals, and instructional videos.Evaluate and score inbound calls using established quality assurance metrics and standards.Develop and implement procedures and policies that govern sales techniques and the conduct expected from support representatives.Ensure customer support representatives meet defined quality assurance standards and adhere to the organization's standard operating procedures.Organize and facilitate training sessions covering various customer support topics to equip and support new hires.Provide training for seasoned staff on new or revised customer support procedures to enhance performance.Monitor daily operations of customer support employees to identify opportunities for improvement.Collaborate with team leaders and managers to deliver on-the-job coaching.Assess the effectiveness of training sessions and compile individual or team progress reports.Maintain high productivity levels among employees while ensuring exceptional customer satisfaction.Utilize a quality monitoring data management system to track and analyze performance metrics.