Support Group Lead

📋 Description

• • As Support Group Lead at WaveMM1 LLC, you will manage and lead a team of customer support representatives to ensure excellent service delivery and efficient issue resolution in support of Wave’s mission to make Africa the first cashless continent.
• • Day to day, you will manage team performance, set goals and targets, respond to and escalate customer issues, implement and refine support processes, inform the team of product and procedural updates, assess support statistics, prepare detailed reports, conduct performance evaluations, follow disciplinary procedures, hold monthly 1-on-1s with team members, assess representatives monthly, monitor call quality, and report to support team leads to ensure effective service function.
• • You will join a rapidly growing, mission-driven team operating across nine African countries with remote global members, united by a passion for delivering radically affordable financial services to underserved populations, backed by top-tier investors including Founders Fund, Sequoia, Stripe, and Y Combinator.
• • In this role, you will develop leadership and operational expertise in customer support management, gain experience in process optimization and team performance analytics, and contribute directly to scaling financial inclusion across Africa while growing your impact in a high-growth, purpose-led organization.