Wave
Our mission
Since 2014, our Sendwave app has allowed Africans in the US, the UK, and Canada to send money instantly to mobile money wallets in Kenya, Uganda, & Tanzania, saving our users over 70% relative to Western Union and MoneyGram.
In 2016, we expanded our scope and began building Wave, a mobile money product for domestic markets in Africa.
The problem: 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 most merchants only accept cash. 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.
How we're solving it: We're building financial services to work as they should: no account fees, instantly available and accepted everywhere. In places where electricity, water and roads don't always function, we're creating financial infrastructure that "just works." At the end of 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments; in 2019, wwe launched in Cote d'Ivoire. Our goal is to make Africa the first cashless continent. That's where you come in...
Who are we?
- We're a distributed HQ team of ~60 people who are deeply passionate about our mission of bringing great financial services to the people who need them most.
- We have a Country Office in Senegal with about 70 people and have recently opened another Country Office in Cote d’Ivoire.
- We’re backed by world-class investors including Khosla Ventures, Founders Fund, Y Combinator, and the cofounders of PayPal.
Our values
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We’re egolessly mission driven
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We focus ruthlessly on the most important thing
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We’re embarrassingly honest to stay aligned and move quickly
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We don’t wait – we live our fullest lives now
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We maximize our rate of learning
We're growing quickly, see our job openings below. If you are interested in roles with our international remittance team (SendWave), see here.
Pick a job to read the details
Tap any role on the left — its description and apply link will open here.
Our mission
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...
How you'll help us achieve it
We are going through an extremely exciting period of growth in the Customer Support team. We are looking for a Customer Support Representative to join our thrilling journey ahead. Someone who is bordering on obsession about offering a world-class customer experience and who puts our customers at the heart of everything they do.
In this role, you'll:
- Serve as the primary point of contact for customers, providing them with world-class service and support.
- Be responsible for handling customer inquiries and complaints, and work closely with other departments to ensure that customer needs are being met.
- Handle customer inquiries and complaints professionally and courteously, escalating issues as necessary.
- Maintain up-to-date knowledge of Wave products.
- Use active listening skills to understand customer needs and provide solutions that address those needs.
- Participate in team meetings and contribute to continuous improvement initiatives.
Key details
- Location: Freetown, Sierra Leone.
- Contract Type: 6-month fixed-term contract.
Requirements
- Fluency in English and Krio.
- 3+ year's experience in a comparable position (Call center, Customer Service).
- Being able to work with flexible schedules.
You might be a good fit if you
- Demonstrate tenacity and a willingness to go the distance to get something done.
- A strong sense of responsibility and an excellent ability to take initiative.
- Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are client-oriented and have strong interpersonal skills.
- Are a diplomatic speaker.
- Have a teamwork spirit.
- Experience in Customer Service (Mobile wallet or Customer Service Company) or management skills as an added value.
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave
Our mission
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...
How you'll help us achieve it
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.
In this role, you'll:
- Manage and update knowledge management systems in line with quality standards, protocols, product, and process changes.
- Document and provide guidance on new and existing processes and standards within the Customer Service department.
- Create and deliver training materials, ensuring materials are recorded and accessible.
- Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers.
- Collaborate across departments for projects and training initiatives.
- Execute the Quality Framework alongside Quality & Training Officers, ensuring quality results meet expectations.
- Lead, support, guide, and develop the Quality & Training Officers reporting to you.
Key details
- Location: Dakar.
- Contract type: Permanent.
- Work authorization in Senegal is required.
- Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
- We offer generous health insurance for yourself and your dependents.
- We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
- We help you live your fullest life now! We subsidize gym memberships and fitness classes.
- Airtime reimbursement.
- Free food and a beautiful office space.
Requirements
- Fluency in French and English.
- A Bachelor's degree.
- 5 years of experience in customer service or call centre operations, with at least 3 years of experience in a leadership coaching position.
- Strong knowledge of customer service processes.
You might be a good fit if you
- You can discern priority tasks.
- Demonstrate tenacity and a willingness to go the distance to get something done.
- Are comfortable defaulting to over-communication and overreaching in coordination.
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are client-oriented and have strong interpersonal skills.
- Ability to schedule training sessions via Zoom or Google Meet tools.
- Are a diplomatic speaker.
- Have a teamwork spirit.
- Are available every day of the week, including weekends, if necessary.
- You have significant experience training large teams.
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave
Our mission
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...
How you'll help us achieve it
As Support Group lead, you will manage and lead a team of customer support representatives. You will set goals and targets for your team, monitor team performance, and ensure that the team provides excellent customer service and addresses customer issues promptly and efficiently.
In this role, you'll:
- Manage the customer support day-to-day functions of your team.
- Respond and escalate customer support issues.
- Implement customer support processes to enhance customer satisfaction.
- Formulate and revise customer support policies and promote their implementation.
- Inform the team of all new information related to products, procedures, and trends.
- Assess support statistics and prepare detailed reports on the findings.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Have 1-on-1s every month with the customer support representatives assigned to you.
- Report relevant information to support team leads to ensure the service functions effectively.
- Assess Support representatives monthly.
- Listen to phone calls and improve quality.
Key details
- Location: Kotu, The Gambia
- Work authorisation in The Gambia is required.
- This is a permanent position.
- Our salaries are competitive and calculated using a transparent formula.
- We offer generous health insurance for yourself and your dependents.
- We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.
- We help you live your fullest life now! We subsidize gym memberships and fitness classes.
- Airtime reimbursement.
- Free food and a beautiful office space.
Requirements
- Fluency in English and local languages.
- At least one year of experience as a customer support representative (call center, customer service).
- One year of experience as a Customer Service Manager.
- Ability to work flexible hours.
You might be a good fit if you
- Demonstrate tenacity and a willingness to go the distance to get something done: work flexible hours.
- Can think strategically and lead.
- Are comfortable defaulting to over-communication and overreaching in coordination.
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are client-oriented and have strong interpersonal skills.
- Are a diplomatic speaker.
- Have a teamwork spirit.
- Are available every day of the week, including weekends, if necessary.
- You have significant experience managing a large team of Support Representatives.
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave
Customer Support Representative
Share this job
Our mission
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...
How you'll help us achieve it
Do you have experience working in customer service or a related field? Are you passionate about delivering excellent customer service? We’re looking for a Customer Support Representative based in Kinshasa to join our global team and help us deliver the best possible experience to our customers.
In this role, you'll:
- Serve as the primary point of contact for customers, providing them with world-class service and support.
- Be responsible for handling customer inquiries and complaints, and work closely with other departments to ensure customer needs are met.
- Handle customer inquiries and complaints professionally and courteously, escalating issues as necessary.
- Maintain up-to-date knowledge of Wave products.
- Use active listening to understand customer needs and provide solutions that address them.
- Participate in team meetings and contribute to continuous improvement initiatives.
Key details
- Location: Kinshasa.
- Contract Type: CDD, 6 months.
- Our salaries are competitive and calculated using a transparent formula.
- We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
- We help you live your fullest life now- we subsidize gym memberships and fitness classes.
- Airtime reimbursement
Requirements
- Fluency in French and local languages.
- 3 years of experience in a comparable position (Call center, Customer Service).
- Being able to work with flexible schedules.
You might be a good fit if you
- Demonstrate tenacity and a willingness to go the distance to get something done
- A strong sense of responsibility and an excellent ability to take initiative
- Are comfortable defaulting to over-communication and overreaching when it comes to coordination
- Are excessively detail-oriented and seek to achieve excellence in everything you do
- Are client-oriented and have strong interpersonal skills
- Are a diplomatic speaker
- Have a teamwork spirit
- Experience in Customer Service (Mobile wallet or Customer Service Company) or management skills as an added value
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave
Our mission
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...
How you'll help us achieve it
We are going through a fascinating period of growth in the Customer Support team and are looking for a Support Group 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 Support Group Lead, you will manage and lead a team of customer support representatives. You will set goals and targets for your team, monitor team performance, and ensure that the team provides excellent customer service and addresses customer issues promptly and efficiently.
In this role, you'll:
- Manage the customer support day-to-day functions of your team.
- Respond and escalate customer support issues.
- Implement customer support processes to enhance customer satisfaction.
- Formulate and revise customer support policies and promote their implementation.
- Inform the team of all new information related to products, procedures, and trends.
- Assess support statistics and prepare detailed reports on the findings.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Have 1-on-1s every month with the customer support representatives assigned to you.
- Report relevant information to the support team leads for the excellent functioning of the service.
- Assess Support representatives monthly.
- Listen to phone calls and improve quality.
Key details
- Location: Ouagadougou, Burkina Faso.
- Work authorization in Burkina Faso is required.
- This is a permanent position.
- Our salaries are competitive and calculated using a transparent formula.
- We offer generous health insurance for yourself and your dependents.
- We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.
- We help you live your fullest life now! We subsidize gym memberships and fitness classes.
- Airtime reimbursement.
- Free food and a beautiful office space.
Requirements
- Fluency in French & Mooré.
- Intermediary level in English.
- 2 + years of experience as a Customer Service Manager or equivalent.
- 1+ year of experience as a Customer Service Representative
- Bachelor's degree.
You might be a good fit if you
- Demonstrate tenacity and a willingness to go the distance to get something done: work flexible hours.
- Can think strategically and lead.
- Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are client-oriented and have strong interpersonal skills.
- Are a diplomatic speaker.
- Have a teamwork spirit.
- Are available every day of the week, including weekends, if necessary.
- Have a good understanding of customer service processes.
- Are familiar with data analysis.
- Are uncomfortable with conflict.
- Can explain decisions using numbers.
- Have significant experience managing a large team of Support Representatives.
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave
Our mission
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...
How you'll help us achieve it
We are going through an extremely exciting period of growth in the Customer Support team. We are looking for a Support Quality & Training Officer to join our thrilling journey ahead. Someone who is bordering on obsession about offering a world-class customer experience and who puts our customers at the heart of everything they do.
In this role, you'll:
- Develop customer support training materials like digital presentations, manuals, and instructional videos.
- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards.
- Prepare procedures and policies regarding sales techniques and the appropriate support representatives' conduct.
- Ensures the customer Support Representatives adhere to predetermined quality assurance standards and the business’s standard operating procedures.
- Schedule and conduct training sessions on various customer support topics to prepare and support new employees.
- Train experienced employees on new or updated customer support procedures to improve performance.
- Observe the daily operations of the customer support employees and identify any areas of improvement.
- Liaise with team leaders and managers to conduct on-the-job coaching.
- Measure the effectiveness of training sessions and prepare individual or team progress reports.
- Ensure employees keep up their productivity and maintain high levels of customer satisfaction.
- Use a quality monitoring data management system to compile and track performance at the team and individual levels.
- Provide verbal and written feedback delivery to support representatives monthly and as appropriate.
Key details
- Location: The Gambia.
- Contract type: Permanent.
- Work authorization in The Gambia is required.
- Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
- We offer generous health insurance for yourself and your dependents.
- We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
- We help you live your fullest life now! We subsidize gym memberships and fitness classes.
- Airtime reimbursement.
- Free food and a beautiful office space.
Requirements
- Fluency in local languages and English.
- At least 1 year of experience as a Customer Support Representative.
- 1 year of experience as a Quality and/ or Training Officer.
- Proficiency with computers, Google Docs, and performance management software.
- Strong knowledge of customer service processes.
- Strong abilities to monitor and conduct training.
You might be a good fit if you
- You can discern priority tasks.
- Demonstrate tenacity and a willingness to go the distance to get something done.
- Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are client-oriented and have strong interpersonal skills.
- Have a strong ability to schedule training sessions via Zoom or Google Meet tools.
- Are a diplomatic speaker.
- Have a teamwork spirit.
- Are available every day of the week, including weekends, if necessary.
- You have significant experience training large teams.
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave
Our mission
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...
How you'll help us achieve it
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.
In this role, you'll:
- Manage and update knowledge management systems in line with quality standards, protocols, product, and process changes.
- Document and provide guidance on new and existing processes and standards within the Customer Service department.
- Create and deliver training materials, ensuring materials are recorded and accessible.
- Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers.
- Collaborate across departments for projects and training initiatives.
- Execute the Quality Framework alongside Quality & Training Officers, ensuring quality results meet expectations.
- Lead, support, guide, and develop the Quality & Training Officers reporting to you.
Key details
- Location: Abidjan & Bouaké.
- Contract type: Permanent.
- Work authorization in Côte d'Ivoire is required.
- Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
- We offer generous health insurance for yourself and your dependents.
- We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
- We help you live your fullest life now! We subsidize gym memberships and fitness classes.
- Airtime reimbursement.
- Free food and a beautiful office space.
Requirements
- Fluency in French and English.
- A Bachelor's degree.
- 5 years of experience in customer service or call centre operations, with at least 3 years of experience in a leadership coaching position.
- Strong knowledge of customer service processes.
You might be a good fit if you
- You can discern priority tasks.
- Demonstrate tenacity and a willingness to go the distance to get something done.
- Are comfortable defaulting to over-communication and overreaching in coordination.
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are client-oriented and have strong interpersonal skills.
- Ability to schedule training sessions via Zoom or Google Meet tools.
- Are a diplomatic speaker.
- Have a teamwork spirit.
- Are available every day of the week, including weekends, if necessary.
- You have significant experience training large teams.
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave
Our mission
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...
How you'll help us achieve it
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 contact point for our support team members, so you are expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects and training.
In this role, you'll:
- Ensure the smooth functioning of customer support services at Wave.
- Manage and coordinate support team representatives and support team group leads.
- Build user loyalty by being the voice of Wave when users call in for support or more information.
- Manage the Support team, including their schedule, and carry out their performance reviews.
- Provide training and refresher courses for the support team to ensure they strengthen their skills and knowledge.
- Assess and communicate human resources and material needs to achieve all support-related activities.
- Work with different product teams to improve customer experience, tools, and processes.
- Prepare periodic reports on the support activity.
- Participate and lead interview processes for new hires.
- Make sure OKRs are achieved, and processes are respected.
- Ensure quality service for all Wave users.
- Report bugs detected to engineers.
Key details
- Location: Bouaké, Côte d'Ivoire
- Contract type: Permanent.
- Work authorization in Côte D’Ivoire is required.
- Our salaries are competitive and calculated using a transparent formula.
- We offer generous health insurance for yourself and your dependents.
- We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
- We help you live your fullest life now! We subsidize gym memberships and fitness classes.
- Airtime reimbursement.
- Free food and a beautiful office space.
Requirements
- 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.
- Strong proficiency in French & English. Other languages or local languages may be an asset.
- Experience working at an international company.
You might be a good fit if you
- Have proven experience in managing a service and support-focused team culture.
- Love being the first line of support and troubleshooting issues.
- Have in-depth knowledge of performance metrics.
- Are an excellent communicator, both oral and written.
- Are able to multitask efficiently under time pressure.
- Are able to work with cutting-edge technology and assimilate information rapidly.
- Have good organisational and time-management skills.
- Can adjust quickly to changing priorities and conditions and cope effectively with complexity and change.
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave
Our mission
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...
How you'll help us achieve it
We are going through an extremely exciting period of growth in the Customer Support team. We are looking for a Customer Support Representative to join our thrilling journey ahead. Someone who is bordering on obsession about offering a world-class customer experience and who puts our customers at the heart of everything they do.
In this role, you'll:
- Serve as the primary point of contact for customers, providing them with world-class service and support
- Be responsible for handling customer inquiries and complaints, and work closely with other departments to ensure that customer needs are being met
- Handle customer inquiries and complaints professionally and courteously, escalating issues as necessary
- Maintain up-to-date knowledge of Wave products
- Use active listening skills to understand customer needs and provide solutions that address those needs
- Participate in team meetings and contribute to continuous improvement initiatives
Key details
- Location: Niamey, Niger
- Contract Type: 6-month fixed-term contract
- Our salaries are competitive and calculated using a transparent formula.
- We offer generous health insurance for yourself and your dependents.
- We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
- We help you live your fullest life now! We subsidize gym memberships and fitness classes.
- Airtime reimbursement.
- Free food and a beautiful office space.
Requirements
- Fluency in French, Haoussa, Zarma and other local languages.
- 3+ year's experience in a comparable position (Call center, Customer Service)
- Being able to work with flexible schedules
You might be a good fit if you
- Demonstrate tenacity and a willingness to go the distance to get something done.
- A strong sense of responsibility and an excellent ability to take initiative.
- Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are client-oriented and have strong interpersonal skills.
- Are a diplomatic speaker.
- Have a teamwork spirit.
- Experience in Customer Service (Mobile wallet or Customer Service Company) or management skills as an added value.
Our team
- 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. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to apply?
Apply to Wave