How you'll help us achieve it

Wave is now the largest financial institution in Senegal and Côte d’Ivoire, with millions of users, growing rapidly year on year. And, we’re still in the early days of our product roadmap and potential impact on people’s everyday lives.

We are looking for a Country Growth Operations Lead who will be based in one of our early-stage countries in West Africa, who will lead our efforts to expand our user base and manage user acquisition strategies in the allocated countries. This role involves leading both user growth operations and agent operations/agent liquidity to help grow a market from an early stage to 1 million monthly active users. 

The Country Growth Ops Lead will report to the Head of Scaling Operations and work closely with the Chief Executive Officer and Country General Manager/Director of Operations.

In this role, you'll;

• Drive user growth by optimizing distribution strategies and leading user acquisition initiatives.
• Collaborate with leadership and country teams to ensure alignment and maximize growth opportunities.
• Enhance distribution processes through partnership with product and engineering teams, leveraging technology and data.
• Oversee agent network operations, including acquisition, setup, and liquidity management, to support distribution and meet user demand.
• Build and lead high-performing teams, fostering a culture of excellence and innovation.
• Manage business and financial KPIs in alignment with overall business objectives.
• Champion Wave's values, leading by example and embedding them within the team culture.

Key Details 

• Location: At one of our early-stage countries in Africa, with a focus on West Africa. You must be willing to relocate to the primary growth country for up to one year, with periodic returns home after each trimester.
• Travel: Anticipated travel requirements of 60-80% within a designated, growth-focused market.
• 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.

Requirements 

• 8+ years of senior leadership experience in user acquisition/agent operations and liquidity management within mobile money, finance, fintech, telecoms, or tech.
• Language: Bilingual proficiency is mandatory, with exceptional written and verbal communication skills in both English and French.
• Enhanced interpersonal skills in building and maintaining positive relationships, effective communication, active listening, and conflict resolution.
• Proven sales ability with a successful track record in sales, including identifying customer needs and connecting corridors.

You might be a good fit if you

• Are deeply analytical in your approach to marketing and in optimizing the cost of customer acquisition and are metrics-oriented and experienced in leading teams towards KPIs.
• Are proactive, disciplined in your thoughts and actions, and committed to continuous self-improvement and professional development.
• Possess the humility, mission focus, and resolve to do what it takes to achieve growth goals.
• Build strong relationships and bring out the best in people.
• Excel at leadership and enjoy managing diverse and large field ops teams.
• Are a strong communicator and are comfortable defaulting to overreaching when it comes to coordination.
• Think from first principles about how things should work.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are a self-starter and proactive about achieving ambitious targets and willing to go the distance to get something done.
• Adjust quickly to changing priorities and conditions.

#LI-MM1

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

How you'll help us achieve it

We are looking for a driven Field Officer to join Wave as we launch our operations in the DRC, where you will manage product rollouts and help build our agent and merchant network on the ground. You will represent Wave in the field, overseeing distribution and marketing activations while ensuring our services are accessible to the communities we serve. You will also engage directly with users, agents, and merchants to better understand their needs and challenges related to money transfers and financial services, providing valuable insights to inform our local strategy.

In this role, you'll: 

• Ensure agent quality and compliance with legal and policy requirements.
• Guarantee the agent network is fully trained on applications, the contents of the contract before signing, rebalancing options, fraud management, etc.
• Collaborate with the BTL team to build a well-branded, well-equipped agent network.
• Collaborate with the agent liquidity team to monitor cash and float availability at agent locations.
• Manage risk through routine visits to report emerging issues and assess agents' performance in your territory.
• Identify underperforming agents, close them, recover Wave items and equipment, and ensure branding materials are removed.
• Be the primary contact for all agency networks acquiring Wave products in your territory.
• Champion excellent customer service among distributors and agents within your territory.

Requirements

• Fluent in English & French, with ideally a good command of one additional local language.
• Experience working with informal merchants, market vendors, or agent networks is a plus.
• 2–3 years of experience in field sales, microfinance, telecoms, or fintech.
• Willingness to travel extensively within the assigned zone.
• Comfortable working in fast-paced, sometimes challenging field conditions.
• High level of integrity and reliability.

Key details

• Location: We are hiring for this position in various locations between Kinshasa and Congo Central.
• Our salaries are competitive and calculated using a transparent formula based on your level of experience and location.
• We pay your health insurance premium for you 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 most whole life now - we subsidize gym memberships and fitness classes.
• Airtime reimbursement.

You might be a good fit if you

• Are excited about working in the field, as this is a largely field-operations role.
• Detail-oriented and seek to achieve excellence in everything you do.
• Are a clear and proactive communicator, able to independently follow through on tasks and able to manage team priorities effectively.
• Enjoy teamwork, but also know how to work well independently.
• Are intellectually curious, creative in the way you go about tackling problems, and embrace failure as a means to spark innovation and growth.
• Communicate effectively and often, both in writing and in person, to the point of over-communication.
• Demonstrate tenacity and a willingness to go the distance to get something done.
• Are tech-savvy: comfortable navigating Excel and onboarding new tools.

#LI-MS1

ABOUT SAND

Sand Technologies is a global Physical AI company using data and AI to make critical industries work better. We partner with governments, cities and enterprises to improve how essential systems operate across healthcare, water, energy, telecommunications and infrastructure.

Our work delivers proven real-world impact. We have built AI systems that help manage London’s water supply, supported telecom network planning across hundreds of cities, and developed digital healthcare platforms serving tens of millions of people across Africa. From intelligent command centers to AI-powered infrastructure platforms, we help organizations sense, analyze and act in complex environments.

Our people are ambitious, curious and relentlessly practical. Our teams work alongside clients in the field, solving hard problems and deploying solutions that last. With colleagues across Africa, Europe, the UK and the US, we operate across the full stack - from research and engineering to deployment and capability building.

Our mission is simple: to harness AI to solve humanity’s most pressing challenges.

ABOUT THE ROLE

Sand is expanding across Africa and beyond, partnering with governments and public sector officials to deliver transformative AI and data solutions. We have deployed our flagship platform - the Health Operating System (HOS) - in more than 5 countries already. 

In Rwanda, hundreds of clinics have already been digitized, transforming rural facilities into next-generation health centers that are redefining care in Africa. Sand’s groundbreaking HOS integrates data and services to drive better outcomes - from maternal health to chronic disease management - already reaching more than 1 million patients. Designed for digital empowerment, the HOS equips thousands of frontline health workers with the tools and support they need to magnify their impact and strengthen community health.

The HOS is already operational across multiple countries, with plans to expand to 16 countries by the end of 2026, led by our Country Directors. 

This is not an idea — it’s already happening, and the momentum is accelerating. But healthcare is only one example; Sand is growing in various industries, namely water, energy, and telecommunications.

As a Solution Manager you will work closely with the Ministry of Health (MoH) and our health system clients. You will be the strategic and operational anchor for all in-country activities—from managing the intelligence center launch to driving partnerships with Ministries of Health. You’ll wear two hats: country representative and solutions champion. 

Our ideal candidate for this role is customer-obsessed, deeply curious, and adaptable in a dynamic environment. We’re looking for someone who will help define and scale our healthcare solutions as we continue to grow and expand. 

RESPONSIBILITIES 

•  Own & drive the product backlog, and manage the configuration, testing, and rollout of products and solutions at rural health Facilities and Intelligence Centers & 

• Act as the HOS’s first user advocate, capturing feedback and identifying gaps in usability, workflow integration, and performance. This will involve going into the field to understand users across the spectrum; from Community Health Workers to Ministers of Health. 
• Lead user training and change management efforts—ensuring frontline health workers and supervisors can effectively adopt and use digital tools. 
• Actively troubleshoot and triage issues, working closely with the central product and engineering teams to prioritize fixes and feature improvements. 
• Collaborate cross-functionally to support data quality improvement, ensure consistent reporting, and enable value-based decision-making at all levels of the health system. 
• Contribute to product documentation, internal playbooks, and user-facing materials to ensure knowledge is codified and shared. 
• Support value use case development by linking product features with impact metrics, surfacing what’s working and where the next opportunity lies. This will require being able to quickly identify value delivery opportunities and execute on them independently and in collaboration with the rest of the team. 

REQUIREMENTS

•  5+ years of experience in health IT, EMR systems, or digital health delivery—ideally in low-resource settings. 

• Strong experience in product or implementation roles where you've supported tool deployment, end-user onboarding, or process rollout. 
• Familiarity with platforms such as DHIS2, OpenMRS, CommCare, or similar. ● Demonstrated ability to synthesize user feedback into actionable product insights. 
• Clear, empathetic facilitation and training skills—you can turn confusion into confidence. 
• Ability to work comfortably in rural or under-resourced environments and maintain tight feedback loops with distributed teams. 
• Language: Fluent in French with professional working ability in English (for French-speaking countries)
• Must be based in DRC.

Work Environment 

This is a hybrid role with significant in-person requirements. While some responsibilities can be performed remotely, the role demands regular presence on the ground to build relationships, oversee implementation, and liaise with local stakeholders. At the same time, given the high degree of virtual collaboration with colleagues and partners across multiple geographies, the successful candidate must be highly self-driven, comfortable working in small in-person teams while contributing to larger efforts virtually, and disciplined in using online collaboration tools and video conferencing to maintain constant communication.