Support Group Lead

About the role

Wave is expanding its customer support function across Africa and needs a dedicated leader to drive a world‑class experience for its users. As Support Group Lead you will oversee a team of support representatives in Bamako, ensuring fast, accurate and friendly assistance for our growing user base.

Key responsibilities

• Manage day‑to‑day operations of the support team, setting goals and monitoring performance.
• Respond to and appropriately escalate customer issues.
• Design and implement support processes that improve satisfaction.
• Develop, revise and promote support policies.
• Keep the team informed about product updates, procedures and emerging trends.
• Analyse support metrics and produce detailed reports.
• Conduct performance evaluations and follow disciplinary procedures as needed.
• Hold monthly one‑on‑one meetings with each representative and provide coaching.
• Review call recordings to ensure quality and drive continuous improvement.

Required profile

• Fluency in French and Bambara.
• Legal authorization to work in Mali.
• Strong commitment to delivering exceptional customer experiences.
• Leadership experience in a customer support or call‑center environment.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Comprehensive health insurance for you and your dependents.
• Generous parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidised childcare.
• Gym membership and fitness class subsidies.
• Airtime reimbursement.
• Free meals and a modern office space.