Support Group Lead

About the role

Wave is scaling its Customer Support team across Africa and needs a passionate leader to drive world‑class service. As Support Group Lead you will oversee a group of support representatives, ensuring fast, accurate assistance for millions of users in Mali.

Key responsibilities

• Manage day‑to‑day operations of the support team, setting goals and monitoring performance.
• Respond to and appropriately escalate customer issues.
• Design, implement and continuously improve support processes and policies.
• Communicate product updates, procedural changes and market trends to the team.
• Analyse support metrics, prepare detailed reports and use insights to boost satisfaction.
• Conduct performance evaluations, follow disciplinary procedures and hold monthly 1‑on‑1s with each representative.
• Report relevant information to senior support leads and ensure smooth service delivery.
• Listen to calls, assess quality and coach representatives for improvement.

Required profile

• Fluency in French and Bambara.
• Legal authorization to work in Mali.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Comprehensive health insurance for you and dependents.
• Generous parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidized childcare.
• Gym membership subsidy, fitness class vouchers, and airtime reimbursement.
• Free meals and a modern office environment.