Customer Support Team Lead

About the role

Wave is scaling its Customer Support function across Africa and needs a passionate leader to ensure world‑class service for millions of users. As the Support Team Lead you will drive daily operations, coach a growing team and act as the voice of the customer within the company.

Key responsibilities

• Ensure smooth functioning of all customer support services.
• Manage and coordinate support representatives and group leads, including scheduling and performance reviews.
• Build user loyalty by delivering clear, helpful assistance and acting as the primary point of contact for escalations.
• Design and deliver training and refresher courses to continuously improve team skills.
• Assess and communicate resource needs (human and material) to meet support objectives.
• Collaborate with product teams to enhance tools, processes and overall customer experience.
• Prepare periodic reports on support activity and track OKR achievement.
• Lead interview processes for new hires and ensure adherence to quality standards.
• Report bugs and technical issues to engineering teams.

Required profile

• Obsessive focus on delivering an exceptional customer experience.
• Strong leadership and organizational abilities.
• Comfort handling escalations and complex customer inquiries.
• Excellent communication skills and a collaborative mindset.
• Ability to train, mentor and develop team members.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Generous health insurance for you and your dependents.
• Parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidized childcare.
• Gym membership subsidies and fitness class reimbursements.
• Airtime reimbursement.
• Free meals and a pleasant office environment.