Customer Support Jobs in Gambia.
All active Customer Support roles based in Gambia.
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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
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.
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
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