Customer Support Team Lead Jobs – Wave Mobile Money
Job Title: Customer Support Team Lead
Organisation: Wave Mobile Money
Duty Station: You’ll work from our office in Kampala and will spend most of the day in the field possibly, in other regions of Uganda
About US:
Wave Mobile Money has a mission to bring digital finance to everyone in Africa. Wave is solving this problem by using technology to build a radically inclusive and extremely affordable financial network.
Job Summary: We’re looking for a customer service lead who’s resourceful and excited about getting things done. You’ll be responsible for leading our customer service team as we rapidly scale our business in Uganda. In this role, you will ensure the smooth functioning of customer support services at Wave. You will also manage, coordinate and train a team of 30+ support representatives and group leads.
Key Duties and Responsibilities:
- Building user loyalty by being the voice of Wave when users call in for support or more information
- Managing the Support team, including their schedule and carrying out their performance reviews
- Providing training and refresher courses for the support team to ensure they strengthen their skills and knowledge
- Ensuring quality service for all Wave users
- Reporting bugs detected to engineers
- Preparing periodic reports on the activity of the support
- Assessing and communicating Human Resources and material needs to achieve all support related activities
- Participating and leading interview process for new hires
- Leading by Wave’s values
Qualifications, Skills and Experience:
- The applicant should have completed secondary education
- At least three years’ experience in customer service or call center operations
- Two years of experience leading a team (bonus point if call center team!)
- Experience working at an international company
- Strong proficiency in English and a local language (other languages or local languages may be an asset)
How to Apply:
All candidates should fill out the online form, and upload a resume plus a cover letter describing your interest in Wave and the role at the link below. We review applications on a rolling basis.
NB: Wave is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Missed This Job? or Interested in more?. See List of Current Job Vacancies / Opportunities in Uganda