Support Group Lead

About the role

As Support Group Lead, you will manage and lead a team of customer support representatives, setting goals, monitoring performance, and ensuring prompt, efficient service for Wave’s users across Africa.

Key responsibilities

• Oversee day‑to‑day functions of the support team, responding to and escalating issues as needed.
• Implement and refine support processes and policies to boost customer satisfaction.
• Provide regular performance reports, conduct monthly assessments, and deliver performance evaluations.
• Conduct one‑on‑one meetings, listen to calls for quality improvement, and ensure disciplinary actions follow company policy.
• Communicate product updates, procedures, and trends to the team and coordinate with other support leads.

Required profile

• Fluency in English and local languages.
• At least one year of experience as a customer support representative (call‑center or similar).
• One year of experience as a Customer Service Manager.
• Ability to work flexible hours and be available every day of the week, including weekends if needed.
• Demonstrated experience managing a large team of support representatives.

What we offer

• Competitive salary calculated with a transparent formula.
• Generous health insurance for you and dependents.
• Parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidized childcare.
• Gym membership subsidies and fitness class reimbursements.
• Airtime reimbursement, free food, and a modern office space.