Support Group Lead

About the role

We are looking for a Support Group Lead to manage and inspire a team of customer support representatives in Senegal. You will be responsible for delivering a world‑class experience to our users while driving performance and continuous improvement.

Key responsibilities

• Lead day‑to‑day operations of the support team, setting goals and monitoring performance.
• Respond to and appropriately escalate customer issues.
• Design, implement and refine support processes to boost satisfaction.
• Develop and update support policies and ensure their adoption.
• Communicate product, procedure and trend updates to the team.
• Analyse support metrics, prepare detailed reports and share insights with senior leads.
• Conduct performance evaluations, follow disciplinary procedures and hold monthly 1‑on‑1 meetings.
• Review call recordings, assess representatives monthly and coach for quality improvement.

Required profile

• Fluency in French and English.
• Legal authorization to work in Senegal.
• Strong passion for delivering exceptional customer service.
• Proven ability to lead, motivate and develop a support team.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Comprehensive health insurance for you and your dependents.
• Generous parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidised childcare.
• Gym membership subsidies and fitness class reimbursements.
• Airtime reimbursement, free meals and a modern office environment.