Customer Support Jobs in Niamey.
All active Customer Support roles based in Niamey.
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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
We are hiring Agent Operations Territory Leads to manage product rollouts and supervise agents in different cities. You will also represent Wave, oversee our distribution and marketing, interact with users, and conduct interviews with individuals about their needs and concerns related to money transfer and financial services.
In this role, you'll;
- Manage agent recruitment by leading a team of agent openers who will recruit and train agents within your territory.
- 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 have a well-branded and equipped agent network.
- Collaborate with the agent liquidity team to monitor the cash and float availability at agent locations.
- Manage risk through routine visits to report emerging issues and assess the performance of agents in your territory.
- Identify underperforming agents, close their accounts, recover Wave items and equipment, and ensure that branding materials are removed.
- Serve as the primary contact for all agency networks acquiring Wave products within your territory.
- Champion excellent customer service among distributors and agents within your territory.
Requirements
- Fluent in French and with a good command of the local language.
- At least 2 years of relevant work experience, specifically managing an agent network in Niger, including a minimum of 1 year of experience managing field-based teams.
- Located or willing to relocate in the following cities: Tahoua, Arlit, Dogondoutchi, and Maradi.
- Bachelor’s degree in Sales, Marketing, or an equivalent.
Key details
- Location: This is a field role. You will be based in the upcountry and may travel to other field locations nationwide, as needed, to support business requirements.
- Contract type: 6 months fixed-term contract.
- Work authorization in Niger is required.
You might be a good fit if you
- Demonstrate strong leadership and people management skills.
- Feel energized by field work, as this role is heavily operations-focused.
- Pay close attention to detail and strive for excellence in everything you do.
- Communicate clearly and proactively, independently following through on tasks and effectively managing team priorities.
- Thrive in teamwork while also performing well independently.
- Show intellectual curiosity, approach problems creatively, and view failure as a catalyst for innovation and growth.
- Communicate frequently and effectively, both in writing and in person — even to the point of over-communication.
- Display tenacity and a willingness to go the extra mile to complete tasks.
- Are tech-savvy, comfortable working with Excel, and are able to adopt 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 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
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 to boost active usage across money transfers and 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 resolve critical blockers to 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 rapidly scale distribution as needed.
- 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 Niger.
- Use data to inform distribution strategies and monitor your team's performance.
- 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: Niger. Willingness to relocate to other regions if needed.
- Work authorization in Niger 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.
- 4+ years of relevant work experience, specifically managing field teams or user acquisition teams based in the field.
- 2+ years of experience designing strategies for user acquisition for a telecom, payment service provider, FMCG, or financial institution.
- 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 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.
- 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