Our mission
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
We’re looking for a customer support representative who’s resourceful and excited about getting things done. You'll be joining our customer service team as we rapidly scale our business in The Gambia.
In this role, you'll:
- Be responsible for responding to user questions and concerns
- Represent Wave to our users through the call center
Tasks include:
- Make outgoing calls to customers.
- Answer incoming calls from customers.
- Conduct satisfaction surveys.
- Know how to report bugs to engineers and escalate when needed.
- Knowing how to follow a case until you find a solution.
- Coordinate with other department when Customers or Partners get in touch with you.
- Help or inform customer when they have issues.
Key details
- Location: Kotu, The Gambia.
- Contract Type: Permanent.
- 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 pay 100% of your health care insurance premium cost 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 childcare 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
- Fluency in English and Mandinka (other languages or local languages may be an asset).
- At least one year's experience in a comparable position (Call center, Customer Service).
- A Bachelor's degree in Communication, Journalism or a related discipline.
- Being able to work at flexible schedules.
You might be a good fit if you
- Demonstrate tenacity and a willingness to go the distance to get something done
- A strong sense of responsibility and a good ability to take initiative
- Are comfortable defaulting to over-communication and overreaching when it comes to coordination
- Are excessively detail oriented and seek to achieve excellence in everything you do
- Are client-oriented and have strong interpersonal skills
- Are a diplomatic speaker
- Have team work spirit
- Experience in a Customer Service (Mobile wallet or Customer Service Company) or management skills as an added value
Our team
- We have a rapidly growing in-country team in Senegal, Côte D'Ivoire, Mali, Burkina Faso, Gambia, 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 Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator and Partech Africa.
How to apply
Fill out the form below, and upload a resume in English.
Optional: Please feel free to add a cover letter or note if there is anything additional that you would like to share about your interest in Wave/the role or your experience. 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.