Support Quality & Training Officer

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 six 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
We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Support Quality & Training Officer 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.
In this role, you’ll:

Develop customer support training materials like digital presentations, manuals, and instructional videos

Prepare procedures and policies regarding sales techniques and appropriate support representatives’ conduct

Schedule and conduct training sessions on various customer support topics to prepare and support new employees

Train experienced employees on new or updated customer support procedures to improve performance

Observe the daily operations of the customer support employees and identify any areas of improvement

Liaise with team leaders and managers to conduct on-the-job coaching

Measure the effectiveness of training sessions and prepare individual or team progress reports

Ensure employees keep up their productivity and maintain high levels of customer satisfaction

Create learning content

Provide verbal and written delivery of feedback to support representatives monthly and as appropriate

Key details

Location: Abidjan

Contract type: Permanent

Work authorization in Côte D’Ivoire is required

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 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 and intermediary-level English

A Bachelor’s degree

+1 year of experience as a Customer Support Representative

Proficiency with Google Suite, Periscope, and Front

Strong knowledge of customer service processes

Strong abilities to monitor and conduct training

You might be a good fit if you

You can discern priority tasks

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

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 tech-savvy

Are available every day of the week, including weekends, if necessary

You have significant experience training large teams

Our team

We have a rapidly growing in-country team in Senegal, Côte d’Ivoire, Mali, Burkina Faso, The 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 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.

In 2023, we were on

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How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Please note that Wave is not actively hiring in the U.S. at this time. Therefore, applications submitted by U.S.-based applicants will not be reviewed by our Talent team. We encourage all U.S.-based applicants to keep an eye on our Careers page for updates, as we will provide notifications once we resume hiring in the U.S.

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