Partner Operations Team Lead

Our mission

We're making Africa the first cashless continent.

In 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.

We'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.

Our goal is to make Africa the first cashless continent and that's where you come in...

How you'll help us achieve it

Our Partner Operations team is dedicated to seamlessly integrating all bill payment services our users desire across all our applications - customer, agent, and business. Our mission is to ensure these payment services are implemented and maintained efficiently, providing the highest level of reliability and availability. Your role is to strive to keep our business accounts well-funded while fostering strong, mutually beneficial, and sustainable relationships with our partners.

In this role, you’ll;

• Lead, coach, and mentor a high-performing partner operations team by efficiently supervising Partner Operations Representatives.
• Plan the team’s activities and schedules and assign them accordingly.
• Manage and resolve partner cases and issues escalated by our customer support teams.
• Interpret Sigma charts and utilise the data to support and make meaningful decisions for our internal teams and partners.
• Maintain clear communication with users about issues, claims, and outages.
• Escalate all cases, claims, and outages to the appropriate teams to be resolved.
• Communicate clearly and coordinate with various teams to support our partners effectively and promptly. Depending on the scenario, these include customer support, product teams, engineering, finance, compliance, and others.
• Ship announcements with easily understandable subject matters for public consumption
• Treat bugs and requests promptly and address them with the integrations team to support our partners better.
• Communicate precise partner requirements clearly to the engineering team with little or no product manager intervention.

Key details

• Location: You'll work from our office in Abidjan, Côte d'Ivoire,  and may travel to field locations.
• Work authorization in Côte d'Ivoire is required.
• This is a permanent position.
• Our salaries are competitive and calculated using a transparent formula. 
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Fluency in English, French, and a local language.
• A bachelor's degree in IT or a related discipline.
• At least 4 years of experience in a comparable position in partner operations, customer service, or back Office.
• At least 2 years' experience as a team lead.
• Deep and detailed technical expertise that impacts and pushes the team to high standards.
• SQL competence is preferred but not required.

You might be a good fit if you

• Love solving problems and can produce high-quality work, that exhibits a strong sense of ownership for outcomes.
• Have strong organizational and time management skills.
• Possess the ability to point out innovative and impactful strategies.
• Have a good understanding of financial services from a bank, financial institution, fintech, or telco.
• Have good analytical skills to interpret complex data and make actionable recommendations.
• Experience in eliciting, analyzing, and documenting functional and technical requirements.
• Have developed and implemented payments/ reimbursement processes with minimal guidance.
• Can successfully lead teams to achieve ambitious goals through effective coaching and mentorship and helping them to prioritise well.
• Adjust quickly to changing priorities and conditions and cope effectively with complexity and change.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are an excellent listener with the ability to deeply understand and succinctly communicate users’ needs to lead and the rest of the product team.

Our team

• We 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.
• We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
• We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
• We 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.
• We are on  Y Combinator's top companies by revenue.

How to apply

Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.

We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.

Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.