Support Group Lead

Our mission is to make Africa the first cashless continent. In 2017, over half the population in Sub-Saharan Africa had no bank account, due to high fees, distant branches, and limited card acceptance. Without access to financial institutions, people are forced to keep savings under the mattress, small business owners rely on lenders charging extortionate rates, and parents spend hours waiting in line to pay school fees in cash. We are solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. Even 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. We are going through an extremely exciting 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. - Deliver performance evaluations and follow 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: - Work authorization in Senegal...