Support Group Lead

About the role

We are looking for a passionate Support Group Lead to head our growing Customer Support team in Senegal. You will be responsible for delivering a world‑class experience to millions of users across Africa, ensuring that every interaction is handled efficiently and with empathy.

Key responsibilities

• Manage day‑to‑day operations of the support team, setting goals and monitoring performance.
• Respond to and appropriately escalate customer issues.
• Design and implement processes that improve satisfaction and reduce resolution time.
• Develop, update and enforce support policies.
• Keep the team informed about product updates, procedures and emerging trends.
• Analyse support metrics and produce detailed reports.
• Conduct monthly 1‑on‑1s, performance evaluations and follow disciplinary procedures when needed.
• Review call recordings to coach and improve quality.

Required profile

• Strong commitment to customer‑centric service.
• Proven ability to lead, motivate and develop a support team.
• Excellent communication and organizational skills.
• Analytical mindset with experience in reporting and KPI tracking.

Required skills

What we offer

• Competitive, transparent salary formula.
• Generous health insurance for you and dependents.
• Parental leave: 26 weeks for mothers, 4 weeks for fathers, plus subsidized childcare.
• Gym membership and fitness class subsidies.
• Permanent contract with opportunities for growth in a fast‑expanding fintech.