Support Group Lead

About the role

We are looking for a Support Group Lead to manage our growing customer support team in Senegal. You will be responsible for ensuring world‑class service for millions of users across Africa, driving performance and fostering a customer‑centric culture.

Key responsibilities

• Lead and supervise a team of customer support representatives on a daily basis.
• Set goals, monitor performance metrics and ensure timely resolution of customer issues.
• Escalate complex cases and implement processes that improve satisfaction.
• Develop, update and communicate support policies, procedures and product information.
• Analyse support statistics, prepare reports and present findings to senior leadership.
• Conduct monthly one‑on‑one meetings, performance evaluations and follow disciplinary procedures when needed.
• Listen to calls, provide feedback and continuously improve service quality.

Required profile

• Fluent in both French and English.
• Strong leadership and people‑management abilities.
• Excellent communication and problem‑solving skills.
• Experience in a high‑volume call‑center or customer support environment.

Required skills

What we offer

• Competitive, transparent salary formula.
• Comprehensive health insurance for you and dependents.
• Generous parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidised childcare.
• Gym membership subsidy, airtime reimbursement, free meals and a modern office.