Customer Support Team Lead

About the role

Wave is building financial services to make Africa cashless. We are scaling rapidly and need a Customer Support Team Lead to ensure world‑class service for our users.

Key responsibilities

• Ensure the smooth functioning of customer support services at Wave.
• Manage and coordinate support team representatives and group leads.
• Build user loyalty by being the voice of Wave during support interactions.
• Oversee team scheduling, performance reviews, and daily operations.
• Provide training and refresher courses to strengthen team skills and knowledge.
• Assess and communicate human‑resource and material needs for support activities.
• Collaborate with product teams to improve customer experience, tools, and processes.
• Prepare periodic reports on support activity and performance.
• Participate in and lead interview processes for new hires.
• Ensure OKRs are achieved and processes are respected.
• Maintain quality service for all Wave users and report bugs to engineers.

Required profile

• 7+ years experience in customer service or call‑center environments.
• Work authorization in Senegal.
• Proven ability to lead, organize work, and handle escalations.
• Experience delivering training and coaching to support staff.
• Strong communication and problem‑solving skills.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Generous health insurance for you and your dependents.
• Parental leave: 26 weeks for mothers, 4 weeks for fathers, plus subsidized child care.
• Airtime reimbursement.
• Free food and a beautiful office space.