We're making Africa the first cashless continent.
In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.
We're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In November 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. In 2019, we expanded to Cote d'Ivoire. Now, we have millions of users and are growing fast. Our goal is to make Africa the first cashless continent. And that's where you come in....
How you'll help us achieve it
The telephony team's mission is to integrate and maintain SIP and SMPP accounts in the countries where we're operating. The team is expected to keep the toll-free numbers as available as possible to allow the support team to respond to customers' calls swiftly. At the same time, ensuring the reliability of our SMPP connections, which also enables customers to receive SMS notifications on time.
We're looking for someone based in Uganda who is resourceful, determined, tenacious, diligent, excited about getting things done. You'll be responsible for handling our operations.
- Be the first level of support of managing and reporting SMS outages/SIP call failures to our partners and our internal Engineering team
- Be responsible for managing and issuing of toll-free numbers to our support team
- Troubleshooting, analyzing, debugging and interpreting error logs from our SMS and SIP telephony platforms
- Act as the key escalation contact of system related errors, both to our partners and internal engineers when need arises
- Be the key SPOC(Single Point of Contact) for managing and supporting partner related requests and problems.
- Support with initial requirement gathering of any system integration tasks with our Partners.
- Managing and supporting our corporate fleet SIM requests
- Facilitate and liaise with our Telco partners in processing our monthly billing invoices and funding of our e-wallets.
- Provide a daily report of issues reported, resolved or outstanding both by our partners and our internal support teams
- Closely collaborate with our Bizdev, Support Leads and Engineers
- Fluency in English and French
- Have at least 2 year's experience working IT/Network support desk or call center IT support
- Have a degree in ICT, Computer Science, Engineering, Telecommunications or any other equivalent
- Be a strong team player
- Basic Linux Skills
- Excellent Troubleshooting skills
- Stakeholder management
- Great communication skills
- Be flexible with working on weekends or statutory holidays if required
You might be a good fit if you:
- Worked in Call Center / Telcos/ Bank/Financial institution
- Have incident management skills
- Have basic network and system knowledge
- Have basic understanding of SMS and VOIP/SIP systems will be a plus
- Have experience working as a liaison between technical and non-technical teams
- Love solving problems and can take initiatives
- Are autonomous
- Display a strong sense of ownership in tasks assigned to you
- We have a rapidly growing in-country team in Senegal, Côte D'Ivoire, Mali and Uganda, plus remote team members spread across the world. We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
- We foster autonomy for our employees. You'll own your own projects at every stage, from understanding the problem to monitoring your solution in production.
- We’re backed by world-class investors including Sequoia, Stripe, Founders Fund, Ribbit Capital, Y Combinator, and the cofounders of PayPal.
How to apply
Fill out the form below, and upload a resume plus a cover letter, both written in English, describing your interest in Wave and the role. We review applications on a rolling basis.
Wave is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.