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Support Group Lead
Customer successOn-site — Kotu, The Gambia
Published on 2026-09-17
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About this role
As a Support Group Lead, you will manage a team of customer support representatives, ensuring excellent service and resolving issues efficiently. You'll also implement support processes and evaluate team performance while fostering a collaborative environment.
About the company
Wave provides financial software solutions tailored for small businesses, focusing on simplifying accounting, invoicing, and payment processing. Their user-friendly platform helps entrepreneurs manage their finances efficiently, promoting business growth.
What you'll do
- Manage day-to-day functions of the customer support team
- Respond and escalate customer support issues
- Implement processes to enhance customer satisfaction
- Formulate and revise customer support policies
- Deliver performance evaluations
- Conduct monthly 1-on-1s with representatives
- Prepare detailed performance reports
What we're looking for
- Fluency in English and local languages
- At least one year of customer support experience
- One year of experience as a Customer Service Manager
- Ability to work flexible hours
Benefits
- Competitive salaries calculated transparently
- Generous health insurance for you and dependents
- Generous parental leave policies
- Subsidized gym memberships
- Airtime reimbursement
- Free food and a beautiful office space