Partner Operations Representative at Wave in Banjul

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 As a Partner Operations Representative, your role in our integration team is crucial for incorporating bill pay functionalities into our user-facing apps, ensuring seamless payment experiences for customers, agents, and businesses. You'll play a pivotal role in maintaining the reliability of these features, ensuring sufficient funding for our business accounts, and nurturing partnerships with collaborators. We seek a proactive individual in The Gambia who embodies resourcefulness, determination, tenacity, diligence, and a results-driven mindset. In this role, you'll; Manage operationally escalated cases by Support Teams. Interpret user information effectively. Analyze and interpret periscope charts. Provide operational support and streamline the management of payment tickets. Forecast and follow up on collections. Communicate clearly with users regarding issues, claims, and outages. Escalate cases, claims, and outages to partners when necessary. Maintain clear communication with the support team and the rest of the product team. Effectively multitask and juggle multiple priorities. Maintain organized records and communicate effectively via Slack. Communicate requirements to the engineering team without needing intervention from the product manager. Key details You'll work from our office in Kotu. Work authorization in The Gambia 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 University degree in IT, finance, or a related discipline is required. 2+ years of experience in a comparable position (Customer Service, Back Office). Basic technical knowledge & sense of prioritization. Highly organized, independent, and self-motivated. Fluency in English and local languages. You might be a good fit if you Are passionate about resolving challenges for our valued customers - you thrive on customer-focused solutions. Have experience in banking, financial institutions, or telecommunications. Are committed to achieving excellence across all endeavors. Have a background in mobile wallets or money transfers. Possess exceptional listening skills, ensuring others feel understood and valued. Demonstrate a strong sense of accountability and initiative. Are a collaborative team player with excellent organizational skills. Can comprehend and articulate effectively user needs to leadership and the broader product team. Are self-directed and capable of thriving under pressure, taking ownership of tasks and processes. Have Proficiency in SQL is advantageous, though not mandatory. Our team We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gamb