{"id":3761085,"url":"https://alion.io/job/wave-customer-support-representative-front-office","title":"Customer Support Representative- Front Office","company":{"id":65,"name":"Wave","domain":"wave.com","url":"https://alion.io/company/wave","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":6,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":51,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Dakar, Senegal"],"countries":["SN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-11-04T13:40:45Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T13:51:17Z","board_verified":false,"closed_at":"2026-11-06T13:51:17Z","days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Our mission\nWe're making Africa the first cashless continent.\nIn 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason-the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.\nWe're solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don't always work, you can still send money with Wave. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast.\nOur goal is to make Africa the first cashless continent and that's where you come in...\nHow you'll help us achieve it\nWe are going through an extremely exciting period of growth in the Customer Support team and are looking for a Customer Support Representative to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.\nBased in Senegal, you’ll be a part of our growing global Customer Support team.\nIn this role, you'll:\nManage large amounts of incoming phone calls\nIdentify and assess customers’ needs to achieve satisfaction\nBuild sustainable relationships and trust with customers through open and interactive communication\nProvide accurate, valid, and complete information by using the right methods/tools\nHandle customer complaints, provide appropriate solutions and alternatives within reasonable time limits, and follow up to ensure resolution\nKeep records of customer interactions, process customer accounts, and file documents\nFollow communication procedures and guidelines\nGo the extra mile to engage customers\nKey details\nFixed term 6-month contract\nLocation: Dakar\nWork authorization in Senegal is required\nOur salaries are competitive and calculated using a transparent formula. \nWe offer generous health insurance for yourself and your dependents\nWe support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work\nWe help you live your fullest life now - subsidize gym memberships and fitness classes\nAirtime reimbursement\nFree food and a beautiful office space\nRequirements\n1+ year of customer support experience or experience as a Client Service Representative\nFluency in French and Wolof\nWilling to work outside regular working hours\nStrong phone contact handling skills and active listening\nFamiliarity with CRM systems and practices\nCustomer orientation and ability to adapt/respond to different types of characters\nExcellent communication and presentation skills\nAbility to multi-task, prioritize, and manage time effectively\nBaccalaureate + 2 years of higher education\nExperience with mobile money or banking support will be an added advantage.\nYou might be a good fit if you\nDemonstrate tenacity and a willingness to go the distance to get something done.\nAre comfortable defaulting to over-communication and overreaching when it comes to coordination.\nAre excessively detail-oriented and seek to achieve excellence in everything you do.\nAre client-oriented and have strong interpersonal skills.\nAre a diplomatic speaker.\nHave teamwork spirit.\nOur team\nWe have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon plus remote team members spread across the world.\nWe're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.\nWe foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.\nWe raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.\nWe are on Y Combinator's top companies by revenue.\nHow to apply\nFill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.\nWe review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.\nWave is an equal-opportunity employer. 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