Customer Support Representative

About the role

Wave, Africa’s leading fintech, is looking for a Customer Support Representative to join its growing global support team in Bamako, Mali. You will be the first point of contact for users, helping them navigate our cashless financial services and ensuring a world‑class experience.

Key responsibilities

• Manage a high volume of incoming phone calls and assess customer needs.
• Provide accurate, complete information using Wave’s tools and platforms.
• Handle complaints, propose solutions, and follow up to guarantee resolution.
• Maintain detailed records of interactions, process account updates, and file documentation.
• Follow communication procedures, guidelines, and continuously seek ways to improve customer engagement.

Required profile

• At least 1 year of experience in customer support or client service.
• Fluency in French and Bambara is mandatory.
• Work authorization for Mali.
• Willingness to work outside regular hours.
• Strong phone handling and active listening abilities.

Required skills

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 child‑care.
• Gym membership and fitness class subsidies.
• Airtime reimbursement, free meals, and a modern office environment.