Customer Support Team Lead
On-siteDakar, Dakar, Senegal
Job Summary
Lead the Customer Support team in Senegal by coordinating representatives and group leads, managing schedules, and conducting performance reviews. Ensure smooth service operations by handling escalations, building reports, and preparing periodic activity summaries. Drive team development through training, refresher courses, and ad hoc projects while assessing HR and material needs. Act as the primary voice for users during support calls, troubleshoot issues, and report bugs to engineers. Collaborate with product teams to improve customer experience, tools, and processes, and lead interview processes for new hires. Ensure OKRs are met and processes are respected to maintain quality service for all Wave users across nine countries.
Required Qualifications
- Seven years plus experience in customer service or call center operations
- At least 4 years of experience leading a team
- A Bachelor's degree or above in Communications, Business administration, or any other related field
- Strong proficiency in French & English
- Experience working at an international company
- Work authorization in Senegal
- This is a permanent position
Desired Qualifications
- A degree in Management or training in team leading
- Other languages or local languages
- Have proven experience in managing a service and support-focused team culture
- Love being the first line of support and troubleshooting issues
- Have in-depth knowledge of performance metrics
- Are an excellent communicator, both oral and written
- Able to multi-task efficiently under time pressure
- Able to work with cutting-edge technology and assimilate information rapidly
- Have good organizational and time-management skills
- Adjust quickly to changing priorities and conditions and cope effectively with complexity and change
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