Customer Support Team Lead

About the role

Wave is on a mission to make Africa the first cashless continent. We are looking for a Customer Support Team Lead to drive world‑class service for our rapidly growing user base across nine countries. You will lead a dynamic support team, ensure smooth operations, and champion the voice of our customers.

Key responsibilities

• Oversee daily operations of the customer support function, ensuring high‑quality service.
• Lead, schedule, and evaluate support representatives and group leads.
• Provide training, refresher courses, and performance reviews to develop team skills.
• Handle escalations, report bugs to engineering, and coordinate with product teams to improve tools and processes.
• Prepare periodic reports on support activity and monitor OKRs.
• Assess resource needs and manage material requirements for support activities.
• Participate in recruitment and interview processes for new hires.

Required profile

• Minimum seven years of experience in customer service or call‑center environments.
• Proven leadership ability with a track record of managing and developing teams.
• Strong communication skills and a customer‑centric mindset.
• Experience working with cross‑functional product teams.
• Work authorization for Senegal.

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 subsidised childcare.
• Airtime reimbursement, free meals, and a modern office environment.