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Customer Support Team Lead

Publiée le 13.10.2021

Entreprise

Site Internet : http://wave.com
Secteur d´activité :
Banque, assurance, finances
Offres d´emploi : Voir toutes nos annonces
Our missionWe're making Africa the first cashless continent. In 2017, nearly 60% of adults in sub-Saharan Africa had no bank account. That&... lire la suite

Détails de l'annonce

Poste proposé : Customer Support Team Lead

Our mission
 

We're making Africa the first cashless continent.

 

In 2017, nearly 60% of adults 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 November 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. In 2019, we expanded to Cote d'Ivoire. Now, we're enabling millions of users and 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’re looking for a Customer Support Team Lead for our office in Mali, who’s resourceful and excited about getting things done. You'll be responsible for leading our customer service team as we rapidly scale our business in Mali.

In this role, you'll:

  • Ensure the smooth functioning of customer support services at Wave
  • Manage, coordinate and train a team of 30+ support representatives And Group leads (starting from 7 people)
  • Building user loyalty by being the voice of Wave when users call in for support or more information
  • Managing the support team, including their schedule and carrying out their performance reviews
  • Providing training and refresher courses for the support team to ensure they strengthen their skills and knowledge
  • Ensuring quality service for all Wave users
  • Reporting bugs detected to engineers
  • Preparing periodic reports on the activity of the support
  • Assessing and communicating to Human Resources material needs to achieve all support related activities
  • Participating and leading interview process for new hires
  • Leading by Wave’s values
Profil recherché pour le poste : Customer Support Team Lead

Requirements

  • At least 2 year's experience in customer service or call center operations
  • At least 2 to 4 years' experience leading a team (bonus point if call center team!)
  • A secondary degree education
  • Fluency in English , French & Bambara

Key details

  • Location: Bamako, Mali
  • Work authorization in Mali required
  • This is a permanent position

Bonus 

  • Experience working in an international company
  • Have mobile wallet or money transfer background
Critères de l'annonce pour le poste : Customer Support Team Lead
Métier :
Commercial, vente
Secteur d´activité :
Banque, assurance, finances
Type de contrat :
CDI
Région :
Bamako
Ville : Bamako
Niveau d'expérience :
Expérience entre 2 ans et 5 ans
Niveau d'études :
Bac+3
Langues exigées :
anglaiscourant
Nombre de poste(s) : 1

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