Merchant Account Supervisor at Wave in Abidjan

Job description

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 At Wave, excellent client relationships are our top priority. If you are a result-driven person with a passion for providing exceptional client service, then this opportunity is for you! You'll be responsible for managing the roll-up of corporate merchant products, operational execution and supervising corporate merchant activities to ensure effective deployment, branding, training, and transaction and portfolio monitoring, and day-to-day partner support, working closely with Key Account Managers and cross-functional teams. In this role, you'll; Merchant Deployment & Operations Deploy and onboard corporate merchants across Côte d’Ivoire, including account setup, installation, branding, training, and go-live support. Coordinate the rollout of new stores and ensure timely completion of deployment activities. Process and follow up on merchant operational requests, including settlements and account-related requests. Conduct field visits to ensure smooth operations, compliance with Wave standards, and quality of merchant and user experience. Portfolio Monitoring & Performance Monitor merchant activity and performance across the portfolio. Identify inactive stores, volume drops, operational issues, and other performance risks. Proactively follow up with merchants and coordinate the appropriate actions to restore activity. Support Key Account Managers with portfolio monitoring, account reviews, and follow-up on agreed action plans. Merchant & User Support Maintain regular contact with merchants and visit them when needed, particularly when performance declines. Engage with users and merchants to understand their needs, pain points, and feedback. Identify recurring operational or product issues and propose improvements. Report technical issues and bugs to the relevant teams and follow up until resolution. Partner & Cross-functional Coordination Support Key Account Managers in preparing partner reviews, performance updates, meeting notes, and follow-up actions. Work closely with Account Management, Corporate Support, Payment & Liquidity, Product, Engineering, Marketing, and Operations teams to resolve issues and execute partner initiatives. Coordinate with Marketing on merchant promotions, events, branding, and BTL activities. Ensure clear and timely communication with partners and internal stakeholders. Market & Business Development Support Identify opportunities to improve merchant activity, adoption, and operational performance. Support initiatives aimed at growing corporate merchant activity and expanding operational coverage. Collect and share market intelligence, including competitor activity, market opportunities, and merchant feedback. Maintain accurate merchant information, portfolio status, deployment tracking, and operational documentation. Key details Location: You'll work from our office in Abidjan. You must have work authorization in Côte d’Ivoire. This is a permanent assignment. Our salaries are competitive and calculated us