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 support processes that boost satisfaction.
• Develop, revise, and promote support policies.
• Keep the team informed about product updates, procedures, and trends.
• Analyse support metrics and produce detailed reports.
• Conduct monthly 1‑on‑1 meetings and performance evaluations.
• Listen to calls, provide feedback, and drive quality improvements.

Required profile

• Strong leadership mindset with a focus on customer experience.
• Excellent communication and coaching abilities.
• Analytical thinking to interpret support statistics.
• Ability to work collaboratively across departments.

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 subsidy.
• Dynamic, fast‑growing fintech environment.