Customer Support Team Lead

How you'll help us achieve it

We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Support Team Lead to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.

As a support team leader, you will be the contact point for our support team members, so you are expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects and training.

In this role, you'll:

• Ensure the smooth functioning of customer support services at Wave.
• Manage and coordinate support team representatives.
• Build user loyalty by being the voice of Wave when users call in for support or more information.
• Manage the Support team, including their schedule, and carry out their performance reviews.
• Provide training and refresher courses for the support team to ensure they strengthen their skills and knowledge.
• Assess and communicate human resources and material needs to achieve all support-related activities.
• Work with different product teams to improve customer experience, tools, and processes.
• Prepare periodic reports on the support activity.
• Participate and lead interview processes for new hires.
• Make sure OKRs are achieved, and processes are respected.
• Ensure quality service for all Wave users.
• Report bugs detected to engineers.

Key details

• Location: Abidjan.
• Contract type: Permanent.
• Work authorization in Côte D’Ivoire is required.
• Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care when you return to work.
• We help you live your fullest life now! We subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Seven years plus experience in customer service or call center operations with at least 4 years of experience leading a team.
• A Bachelor's degree or above in Communications, Business administration, or any other related field. A degree in Management or training in team leading is a plus.
• Strong proficiency in French & English. Other languages or local languages may be an asset.
• Experience working at an international company.

You might be a good fit if you

• Have proven experience in managing a service and support-focused team culture.
• Love being the first line of support and troubleshooting issues.
• Have in-depth knowledge of performance metrics.
• Are an excellent communicator, both oral and written.
• Able to multi-task efficiently under time pressure.
• Able to work with cutting-edge technology and assimilate information rapidly.
• Have good organizational and time-management skills.
• Adjust quickly to changing priorities and conditions and cope effectively with complexity and change.