Support Group Lead

About the role

Wave is scaling its customer support function across Africa and needs a passionate leader to head a team of support representatives in Ouagadougou. You will be responsible for delivering a world‑class experience to millions of users while ensuring the team operates efficiently and meets performance targets.

Key responsibilities

• Manage day‑to‑day operations of the support team, setting goals and monitoring performance.
• Respond to and appropriately escalate customer issues.
• Design, implement and continuously improve support processes and policies.
• Communicate product updates, procedural changes and market trends to the team.
• Analyse support metrics, prepare detailed reports and use insights to drive improvements.
• Conduct performance evaluations, apply disciplinary actions when needed and hold monthly 1‑on‑1 meetings with each representative.
• Provide quality assurance by reviewing calls and coaching agents.
• Report relevant information to senior support leads to ensure seamless service delivery.

Required profile

• Strong obsession with delivering exceptional customer experiences.
• Leadership mindset with the ability to motivate and develop a support team.
• Excellent communication skills and fluency in French.
• Legal authorization to work in Burkina Faso.
• Experience in a fast‑growing, technology‑focused environment is a plus.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Comprehensive health insurance for you and your dependents.
• Generous parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidised childcare.
• Gym membership subsidies, fitness class vouchers and airtime reimbursement.
• Free meals and a modern office space.