Customer Support Jobs in Burkina Faso.
All active Customer Support roles based in Burkina Faso.
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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
Wave is now the largest financial institution in Senegal, with over 7 million users. And, we're still in the early days of our product roadmap and potential impact on people's everyday lives.
We're hiring a Regional Lead to join our Agent Operations team in Burkina Faso. Reporting to the Agent Ops Lead, the role holder will oversee all Wave agent network acquiring and operations management for the assigned region by supervising all the activities of the agent openers and liaising with the respective agent admin teams to attain the set targets in the region.
In this role, you'll;
- Agent growth: Coordinate the Agent Openers in identifying opportunity areas for new agent locations and acquiring required agents according to the set agent selection criteria and guidelines.
- Agent Contracting: Ensure the Agent Openers recruit agents in compliance with the legal and policy requirements as per the defined procedure. Ensure all agents in your region have executed valid contracts and are trained on the contents of the contract before they sign it.
- Agent Activation & Training: Ensure all agents are trained and certified (for all products and procedures). This includes Know Your Customer (KYC) and AML/CTF as per the defined agent training procedure and requirements. It also includes delivering supplies and coordinating outlet branding.
- Agent Ongoing Liquidity Management: Coordinate the cash / e-value availability monitoring at agents in liaison with Liquidity and Agent Quality Territory teams.
- Risk Management and Routine Visitation: Manage the teams in Monitoring Agent vs. target performance through Reports on emerging issues and assessments of the region's performance.
- Agent Churn: Coordinate the Identification of Agents for Closure (as per internal procedure), recover Wave items and equipment, and ensure branding material is removed.
- Be the primary contact person for all agency networks acquiring & Wave products in your region: Execute operational excellence, manage costs, and ensure compliance with internal policies and regulatory guidelines.
- Champion excellent customer service and implementation of quality service delivery standards.
Key details
- Location: You'll work from our offices at Bobo-Dioulasso.
- Work authorization in BF is required.
- Contract type: Permanent 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 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
- Fluent in English - this role will interact regularly with non-French/non-Moore speakers.
- Master’s degree in a related field.
- Speak both French and English fluently.
- At least 5 years of relevant work experience, specifically managing an agent network in Burkina Faso, and a minimum of 2 years of experience managing field-based teams.
- Must have worked and overseen agent network activities in the upcountry.
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 seek to achieve 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.
- Adjust quickly to changing priorities and conditions.
- Think about culture and process from the users' perspective.
- Are tech-savvy: comfortable navigating Excel and onboarding to new tools.
#LI-MS1
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're looking for a Head of BTL and Distribution for our operations in Burkina Faso who is experienced in managing teams, executing product sales strategy, resourceful, and excited to roll up their sleeves and work in the field. You'll be responsible for the daily operations of our field sales teams in Burkina Faso. The job entails planning and executing user acquisition campaigns and maintaining desirable user activity rates.
In this role, you'll;
- Manage sales teams who are responsible for growing Wave's user base.
- You will need to identify and resolve critical blockers that hinder customer growth and maintain active usage of our financial products.
- Build the roadmap for the distribution team in Burkina Faso to achieve its quarterly key objectives:
- Work closely with the ATL team and the rest of marketing
- Work closely with the Wave agent team to align key objectives and operationalize strategies
- Take ownership of operations in rapidly scaling Wave's field sales teams (in charge of customer acquisition ) across Burkina Faso, with the processes and people needed
- Develop a field marketing program for customer acquisition that gives existing and new staff the right skills and expertise to serve our users
- Coordinate and ensure diverse projects on the roadmap are on track by:
- setting up clear responsibilities for the team and ensuring individuals have the resources needed
- providing day-to-day management and mentorship of team members
- working closely with HR, Agent Management, and Media teams to align activities
- Help to develop Wave's global strategy by sharing insights and learning from the team's experience.
- Lead by living Wave's values, and ensure they're deeply ingrained within your team.
Key details
- Location: You'll work from our office in Burkina Faso and may travel to field locations.
- Work authorization in Burkina Faso is required.
- This is a permanent position.
- 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 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
- Fluent in English - this role will interact regularly with non-French speakers.
- Speak and write both French and English fluently.
- Minimum of 5 years' experience leading field-based sales or user acquisition teams.
- Proven track record in designing and executing user growth strategies within telecom, fintech, FMCG, or financial services sectors.
- Demonstrated experience managing large-scale teams of 100+ people.
You might be a good fit if you
- Have planned and successfully managed customer acquisition strategies for mobile/financial products before.
- Communicate effectively and often, both in writing and in person, to the point of overcommunication.
- 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 users' perspective.
- Are tech-savvy: comfortable navigating Excel and onboarding new tools.
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
Being close to our customers and agents is essential to us, so if you enjoy working with customers and managing liquidity, the Premium Cash Officer role could be a good fit for you! The Premium Cash Officer's role within the premium agency would be to manage the agency and be responsible for the daily follow-up and management of agency staff and materials.
The Premium Cash Officer should be skilled enough to guide and support Premium Cash Assistants and flexible enough to manage conflicts in the outlet.
In this role, you’ll;
- Manage cash in and out between the Safe and PCA accounts.
- Conduct end-of-day bill counting and produce a daily bill-counting statement.
- Ensure that all cash management transactions are correctly recorded in the treasury system.
- Promptly request sufficient funds to ensure rebalance with agents/clients.
- Ensure transactions with cash-in-transit companies (Cash-in/Cash-out).
- Report discrepancies or challenges encountered by Premium Cash Assistants.
- Report fake bills to management.
- Ensure that furniture and materials are in good condition and that the office is well secured.
- Manage and, if needed, escalate relevant feedback to management that may impact the agency's activity.
Key details
- Location: You'll be based in Ouagadougou, Kaya, Banfora, Dedougou or Tenkodogo.
- Work authorization in Burkina is required.
- This is a fixed-term position with a 6-month contract.
- We offer generous health insurance for yourself and your dependents.
- We support working parents - we offer (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
- At least 2 years of experience as a cashier in cash management, reconciliation, liquidity management, cash handling, or delivery.
- Bachelor’s degree in Finance, Economics, Mathematics, or an equivalent.
- Strong proficiency in French.
- Previous experience in front-office customer service or in the banking sector.
- Be very vigilant, detail-oriented, and have strong integrity.
- Knowing Wave products is an added value.
- Speaking English and a local language (Moore, Dioula) is an added advantage.
You might be a good fit if you
- Are excessively detail-oriented and seek to achieve excellence in everything you do.
- Are a self-starter and proactive about achieving ambitious targets.
- Love owning projects - you're autonomous yet know when to escalate problems.
- Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.
- Are comfortable defaulting to over-communication and overreaching in coordination.
- Adjust quickly to changing priorities and conditions.
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’re hiring a User Growth Regional Lead — a key role driving Wave’s expansion on the ground. You’ll lead and energize distribution activities across your region, with a clear mission: grow and retain our user base. You’ll design and execute strategies that boost active usage, from money transfers to bill payments, ensuring Wave becomes the go-to wallet for our users.
In this role you’ll;
- Manage a team of supervisors/team leads who, in turn, manage field-based distributors. These distributors are responsible for recruiting new users to our financial products.
- Identify and find solutions to critical blockers for user growth and maintain active usage of our financial products in assigned areas.
- Develop strategies to boost the retention of newly acquired users.
- Hire, train, and manage distribution team members and build systems to scale distribution as needed rapidly.
- Build the roadmap for the distribution team in your area to achieve its quarterly key objectives, including iterating on strategy and growing our customer base day after day within the assigned region of Burkina Faso.
- Use data to make decisions on distribution strategies and monitor the performance of your team.
- Work closely with the agency team to align key objectives and operationalize strategies.
- Help to develop Wave’s distribution strategy by sharing insights and learning from the team’s experience.
- Lead by living Wave's values, and ensure they're deeply ingrained within your team.
Key Details
- Location: Burkina Faso. Willingness to relocate to other regions for 2-3 month periods is required.
- Work authorization in Burkina Faso 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 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
- Fluency in French and in a local language is a plus.
- Proficient in English - this role will interact regularly with non-French speakers, and reporting will be done primarily in English.
- Previous experience in sales/business development/team management.
- At least 4 years of relevant work experience specifically managing field teams or user acquisition teams based in the field.
- At least 2 years of experience designing strategies for user acquisition for a telecom, payment service provider, FMCG, or financial institution.
- At least 2 years’ experience managing large teams (50+ people).
You might be a good fit if you:
- Have successfully planned and managed customer acquisition strategies for mobile/financial, or FMCG products before.
- Communicate effectively and often, both in writing and in person, to the point of overcommunication.
- Are detail-oriented and seek to achieve 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.
- Willing to go the distance to get something done.
- Adjust quickly to changing priorities and conditions.
- Are tech-savvy: comfortable navigating Excel and onboarding to new tools.
- Have a teamwork spirit.
#LI-MS1
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