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<!doctype html> <html lang="en"> <head> <meta name="viewport" content="width=device-width, initial-scale=1.0, shrink-to-fit=no"> <link rel="stylesheet" href="https://stackpath.bootstrapcdn.com/bootstrap/4.4.1/css/bootstrap.min.css" integrity="sha384-Vkoo8x4CGsO3+Hhxv8T/Q5PaXtkKtu6ug5TOeNV6gBiFeWPGFN9MuhOf23Q9Ifjh" crossorigin="anonymous"> <link rel="stylesheet" href="/walsheim.css"/> <link href="https://fonts.googleapis.com/css2?family=Inter:wght@400;500;700&display=swap" rel="stylesheet"> <link rel="stylesheet" href="/main.css"> <link rel="icon" type="image/png" href="/img/favicon.png"> <script async defer data-domain="wave.com" src="https://plausible.io/js/plausible.js"></script> <link rel="stylesheet" href="/jetbrains-mono.css" /> <title>Customer Support Representative - Wave</title> </head> <body> <header> <nav class="navbar navbar-expand-lg navbar-light"> <a class="navbar-brand" href="/en/"><img src="/img/nav-logo.png" class="logo-small" alt="Wave logo"></a> <button class="navbar-toggler" type="button" data-toggle="collapse" data-target="#navbarCollapsible" aria-controls="navbarSupportedContent" aria-expanded="false" aria-label="Toggle navigation"> <span class="navbar-toggler-icon"></span> </button> <div class="collapse navbar-collapse" id="navbarCollapsible"> <ul class="navbar-nav mr-auto"> <li><a href="/en/">Personal </a></li> <li><a href="/en/business/">Business </a></li> </ul> <ul class="navbar-nav ml-auto"> <li><a href="/en/about/">About</a></li> <li><a href="/en/careers/">Careers</a></li> <li><a href="/en/blog/">Blog</a></li> </ul> </div> </nav> </header> <main class="waverow longform-content"> <h1 class='app-title'>Customer Support Representative</h1> <span class='location'> Kotu, The Gambia </span> • <a href="/en/careers/#roles">View all jobs</a> </div> <div id="content" class=""> <div class="content-intro"><h2>Our mission</h2> <p>We're making Africa the first cashless continent.</p> <p>In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason鈥攖he 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.</p> <p>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 six countries and are growing fast.</p> <p>Our goal is to make Africa the first cashless continent and that's where you come in...</p></div><h2>How you'll help us achieve it</h2> <p>We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Customer Support Representative 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</p> <p><span style="font-weight: 400;">In this role, you'll: </span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Be responsible for responding to user questions and concerns.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Represent Wave to our users through the call center.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Make outgoing calls to customers.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Answer incoming calls from customers.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Conduct satisfaction surveys.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Know how to report bugs to engineers and escalate when needed.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Knowing how to follow a case until you find a solution.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Coordinate with other departments when Customers or Partners get in touch with you.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Help or inform customer when they have issues.</span></li> </ul> <h2><strong>Key details</strong></h2> <ul> <li style="font-weight: 400;">Location: Kotu, The Gambia.</li> <li>Contract Type: 6-month fixed term contract.</li> <li>Experience Level: Entry level.</li> <li>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.</li> <li>We offer generous health insurance for yourself and your dependents.</li> <li>We help you live your fullest life now- we subsidize gym memberships and fitness classes.</li> <li>Airtime reimbursement.</li> <li>Free food and a beautiful office space.</li> </ul> <h2><strong>Requirements</strong></h2> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Fluency in English and local languages.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">At least one year's experience in a comparable position (Call center, Customer Service).</span></li> <li style="font-weight: 400;">A Bachelor's degree.</li> <li style="font-weight: 400;"><span style="font-weight: 400;">Being able to work with flexible schedules.</span></li> </ul> <h2><strong>You might be a good fit if you</strong></h2> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrate tenacity and a willingness to go the distance to get something done.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">A strong sense of responsibility and a good ability to take initiative.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Are comfortable defaulting to over-communication and overreaching when it comes to coordination.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Are excessively detail oriented and seek to achieve excellence in everything you do.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Are client-oriented and have strong interpersonal skills.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Are a diplomatic speaker.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Have team work spirit.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience in a Customer Service (Mobile wallet or Customer Service Company) or management skills as an added value.</span></li> </ul><div class="content-conclusion"><h2>Our team</h2> <ul> <li data-stringify-indent="0" data-stringify-border="0">We have a rapidly growing in-country team in Senegal, C么te d'Ivoire, Mali, Burkina Faso, The Gambia, and Uganda, plus remote team members spread across the world.</li> <li data-stringify-indent="0" data-stringify-border="0">We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.</li> <li data-stringify-indent="0" data-stringify-border="0">We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.</li> <li data-stringify-indent="0" data-stringify-border="0">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.</li> <li data-stringify-indent="0" data-stringify-border="0">In 2023, we were on<a class="c-link c-link--underline" href="https://www.ycombinator.com/topcompanies/revenue" target="_blank" data-stringify-link="https://www.ycombinator.com/topcompanies/revenue" data-sk="tooltip_parent"> Y Combinator's top 50 companies by revenue</a>.</li> </ul> <h2>How to apply</h2> <p>Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.</p> <p>We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.</p> <p>Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</p></div> </div> <script src="https://boards.greenhouse.io/embed/job_board/js?for=wavemm1"></script> <div id="grnhse_app"></div> <script type="text/javascript"> window.onload = function() { Grnhse.Iframe.load("5346336004") }; </script> </main> <footer> <div class="main-footer"> <section class="logo-lang"> <a class="logo" href="/en/"><img src="/img/nav-logo.png" class="logo-small" alt="Wave logo"></a> <div class="lang-menu btn-group dropup"> <button type="button" class="btn dropdown-toggle" data-toggle="dropdown" aria-haspopup="true" aria-expanded="false"> <h5>English</h5> </button> <div class="dropdown-menu"> <a class="dropdown-item" href="/en/careers/job/5346336004/">English</a> </div> </div> <p class="copyright"> © Wave Mobile Money Inc. </p> </section> <section class="wavecol" id="footer-navigation"> <h5>Company</h5> <ul> <li><a href="/en/about/">About Us</a></li> <li><a href="/en/careers/">Careers</a></li> <li><a href="/en/blog/">Blog</a></li> </ul> </section> <section class="wavecol" id="footer-navigation"> <h5>Legal</h5> <ul> <li><a href="/en/terms_and_conditions/">Terms and Conditions</a></li> <li><a href="/en/security/responsible_disclosure">Responsible Disclosure</a></li> <li><a href="/en/wdf/">Wave Digital Finance</a></li> <li><a href="/en/privacy/">Privacy Notice</a></li> </ul> </section> <section class="wavecol"> </section> <section class="download-links"> <a href="https://play.google.com/store/apps/details?id=com.wave.personal"><img class="download-badge" src="/img/en/google-play-badge.png" alt="Get it on Google Play"></a> <a href="https://itunes.apple.com/sn/app/wave-mobile-money/id1523884528"><img class="download-badge" src="/img/en/app-store-badge.svg" alt="Download on the App Store"></a> </section> </div> </footer> <script src="https://code.jquery.com/jquery-3.4.1.slim.min.js" integrity="sha384-J6qa4849blE2+poT4WnyKhv5vZF5SrPo0iEjwBvKU7imGFAV0wwj1yYfoRSJoZ+n" crossorigin="anonymous"></script> <script src="https://cdn.jsdelivr.net/npm/popper.js@1.16.0/dist/umd/popper.min.js" integrity="sha384-Q6E9RHvbIyZFJoft+2mJbHaEWldlvI9IOYy5n3zV9zzTtmI3UksdQRVvoxMfooAo" crossorigin="anonymous"></script> <script src="https://stackpath.bootstrapcdn.com/bootstrap/4.4.1/js/bootstrap.min.js" integrity="sha384-wfSDF2E50Y2D1uUdj0O3uMBJnjuUD4Ih7YwaYd1iqfktj0Uod8GCExl3Og8ifwB6" crossorigin="anonymous"></script> </body> </html>