Customer Support Representative

About the role

Wave is expanding its Customer Support team to help drive Africa’s transition to a cashless economy. As a Customer Support Representative, you will be the primary point of contact for users of Wave’s mobile financial services, ensuring they receive fast, courteous, and effective assistance.

Key responsibilities

• Handle inbound customer inquiries and complaints via phone, chat, or email, providing accurate information and solutions.
• Escalate complex issues to relevant departments while maintaining ownership until resolution.
• Maintain up‑to‑date knowledge of Wave’s products and features.
• Document interactions in the support system and contribute to knowledge‑base articles.
• Participate in team meetings and continuous‑improvement initiatives.

Required profile

• Fluency in English and Krio.
• Minimum 3 years experience in a call‑center or customer‑service role.
• Ability to work flexible schedules, including evenings or weekends as needed.
• Strong sense of responsibility, initiative, and attention to detail.
• Excellent interpersonal and diplomatic communication skills.

Required skills

• Active listening and problem‑solving abilities.
• Proficiency with standard office software (e.g., email, word processing).

What we offer

• 6‑month fixed‑term contract with the possibility of extension.
• Opportunity to work in a fast‑growing fintech environment impacting millions of users.
• Collaborative, multicultural team across several African countries.