Customer Support Representative

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 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries 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

Do you have experience working in customer service or a related field? Are you passionate about delivering excellent customer service? We’re looking for a Customer Support Representative based in Conakry to join our global team and help us deliver the best possible experience to our customers.

In this role, you'll:

• Serve as the primary point of contact for customers, providing them with world-class service and support.
• Be responsible for handling customer inquiries and complaints, and work closely with other departments to ensure that customer needs are being met.
• Handle customer inquiries and complaints professionally and courteously, escalating issues as necessary.
• Maintain up-to-date knowledge of Wave products.
• Use active listening to understand customer needs and provide solutions that address them.
• Participate in team meetings and contribute to continuous improvement initiatives.

Key details

• Location: Conakry.
• Contract Type: CDD, 6 months.
• Our salaries are competitive and calculated using a transparent formula.
• 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

• Fluency in French, Fulani, Malinké and Soussou.

• 2 years of experience in a comparable position (Call center, Customer Service).

• Being able to work with flexible schedules.

• You might be a good fit if you

• Demonstrate tenacity and a willingness to go the distance to get something done.

• Have a strong sense of responsibility and an excellent 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 a teamwork spirit.

• Experience in 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, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon 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 projects at every stage, from understanding the problem to monitoring your solution in production.

• We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.

• We are on Y Combinator's top companies by revenue.