How you'll help us achieve it

Expanding our merchant network and caring for our existing businesses are very important to us. Therefore, we are looking for a Merchant Opening Territory lead passionate about driving business growth and enhancing merchant satisfaction. Reporting to the Merchant Opening Regional Lead, you will oversee the deployment of merchant products and effectively lead a merchant opening team within a specified zone. Your day-to-day activities will involve detailed planning, rigorous coordination, and the implementation of best practices in merchant onboarding and support.

In this role, you'll;  

• Supervise a team of field-based merchant openers.
• Support the merchant strategy in specific locations in The Gambia and ensure activities align with quarterly objectives to grow our operations.
• Train, manage, and assist merchant openers daily.
• Follow up on individual performance and assist with the preparation of team reports.
• Assist with the onboarding of specific big partners.
• Do a follow-up on all the inbound from the support team in a specific location.
• Provide feedback from existing merchants or prospects about their needs, problems, or technical issues encountered in the field with the merchant product.
• Assist and provide feedback from daily openings and BTL activities in specific locations.

Key details

• Location: This is a field role. You will be based in Kotu and may travel to other field locations across the country as needed. 
• Work authorization in The Gambia.
• 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, fitness classes, and workout equipment.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• 3+ years of relevant work experience specifically managing a network in Gambia, including at least 1 year managing field-based teams (+50 persons). 
• Fluent in English.
• Good knowledge of local languages is a must. 
• Must have worked and overseen merchant network activities in Gambia. 

You might be a good fit if you

• Communicate effectively and often, both in writing and in person, to the point of over-communication.
• Are detail-oriented and strive for excellence in everything you do.
• Are a self-starter and proactive about achieving ambitious targets.
• Enjoy owning projects - you're autonomous yet know when to escalate problems.
• Have built and led strong teams in achieving key results.
• Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.
• Willing to go the distance to get something done.
• Adjust quickly to changing priorities and conditions.
• Think about culture and process from the user's perspective.
• Are tech-savvy: comfortable navigating Excel and onboarding to new tools.

How you'll help us achieve it

As a Partner Operations Representative, your role in our integration team is crucial for incorporating bill pay functionalities into our user-facing apps, ensuring seamless payment experiences for customers, agents, and businesses. 

You'll play a pivotal role in maintaining the reliability of these features, ensuring sufficient funding for our business accounts, and nurturing partnerships with collaborators. 

We seek a proactive individual in The Gambia who embodies resourcefulness, determination, tenacity, diligence, and a results-driven mindset.

In this role, you'll;

• Manage operationally escalated cases by Support Teams.
• Interpret user information effectively.
• Analyze and interpret periscope charts.
• Provide operational support and streamline the management of payment tickets.
• Forecast and follow up on collections.
• Communicate clearly with users regarding issues, claims, and outages.
• Escalate cases, claims, and outages to partners when necessary.
• Maintain clear communication with the support team and the rest of the product team.
• Effectively multitask and juggle multiple priorities.
• Maintain organized records and communicate effectively via Slack.
• Communicate requirements to the engineering team without needing intervention from the product manager.

Key details

• You'll work from our office in Kotu
• Work authorization 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 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• University degree in IT, finance, or a related discipline is required.
• 2+ years of experience in a comparable position (Customer Service, Back Office).
• Basic technical knowledge & sense of prioritization.
• Highly organized, independent, and self-motivated.
• Fluency in English and local languages.

You might be a good fit if you

• Are passionate about resolving challenges for our valued customers - you thrive on customer-focused solutions.
• Have experience in banking, financial institutions, or telecommunications.
• Are committed to achieving excellence across all endeavors.
• Have a background in mobile wallets or money transfers.
• Possess exceptional listening skills, ensuring others feel understood and valued.
• Demonstrate a strong sense of accountability and initiative.
• Are a collaborative team player with excellent organizational skills.
• Can comprehend and articulate effectively user needs to leadership and the broader product team.
• Are self-directed and capable of thriving under pressure, taking ownership of tasks and processes.
• Have Proficiency in SQL is advantageous, though not mandatory.

How you'll help us achieve it

As a People Partner - Support, you'll assist Wave's call center team in The Gambia through strategic, operational, and thoughtful execution of people team deliverables. Through an employee-first mindset, you will build quality relationships with stakeholders. You will work collaboratively with the country's Support Team and People Teams to execute and align specific team strategies with the company's objectives.
On a daily basis, you will, on behalf of Wave's people team, help and accelerate a culture of excellence where people feel engaged and inspired to deliver phenomenal business results.

In this role, you'll;

• Work closely with the Support department to coordinate an HR strategy that aligns with the team's OKRs. This may involve identifying where the department or people team needs to develop or reassign talent or change management and reporting lines.
• Identify opportunities to improve organizational effectiveness through structure reorganization, employee engagement, and retention with Group/Team Leads. 
• Collaborate with the Support Leads to ensure follow-up on performance management workflow implementation. This includes regular feedback, ensuring 1:1s happen, coaching, and career growth conversations. It may also involve helping leads set OKRs, tracking progress, conducting performance evaluations, and following up on PIPs.
• Conduct regular audits of employee sick time records to ensure proper documentation and adherence to company policies.
• Manage and track employee tenure changes for BHR (Benefit and Health Review), ensuring timely updates and compliance with company policy.
• Update employee-level changes, ensuring they are accurately reflected in HR systems and employee records.
• Manage employee work accommodation requests and collaborate with local doctors or medical professionals to assess and facilitate appropriate workplace adjustments.
• Coordinate the creation and delivery of explanation letters for employees as required.
• Track adherence to HR policies and targets, ensuring key HR metrics are met, including attendance, compliance, and process timelines.
• Work with the Support Group Leads and teams to address recurring absenteeism and offer solutions to improve attendance rates.
• Help with employee recruitment, onboarding, resignations, terminations, and contract completions, including conducting exit interviews and ensuring proper documentation.
• Audit overtime submissions to ensure compliance with company policies and local labour laws.
• Perform other HR-related tasks as required and work closely with the HR team to support day-to-day operations and HR initiatives.
• Create a positive work environment and foster employee engagement through employee recognition and reward programs, team-building activities, and career development conversations. You will be responsible for implementing retention strategies to reduce employee turnover in the department.
• Build positive relationships with the team members and create an environment of trust and high impact.

Key details

• Location: You'll work from our office in Kotu.
• Work authorization 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 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they 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

• A degree in HR, Labor Law, or a related field.
• Fluency in English. 
• Minimum of 5 years of experience in HR management, Recruitment, and Employee Experience.
• Good experience in various HR functional areas, especially organisational development and discipline.

You might be a good fit if you

• Demonstrate analytical thinking, problem-solving, and decision-making abilities. For example, you could be the think tank of your organization and develop innovative solutions to all people-related issues.
• Have solid interpersonal and communication skills, both verbal and written - you write well and keep detailed notes.
• Demonstrate credibility and integrity in your communications to ensure that feedback and information flow upwards and downwards—you must be compelling and earn people's trust.
• Have the ability to listen, re-adapt, re-iterate, and understand the needs of employees.
• Are flexible and can manage multiple, complex issues and can prioritize projects.
• Can collaborate and build cohesion with other people and team members. You come from a "We" first approach rather than an "I" mindset.

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.