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Join Sendwave as they are looking for a Trilingual Customer Care Manager - English, French, Wolof - (Remote)
Overview
Salary No salary declared 😔
Location US, Canada, UK, Kenya, Poland, Costa Rica, Senegal, Germany, France, Belgium
Expires Expires at anytime
Who we are
Sendwave is on a mission to make sending funds to loved ones as easy and affordable as sending a text. What makes us stand out in a sea of similar apps? We deeply care about the diasporas and communities we serve — and that comes with a sense of connection to the markets we operate in. We strive to make life better for everyone who touches our product. That means recognizing and honoring the human experience behind sending money. We do that by remaining fee-free in most of our markets and offering round-the-clock customer care.
Our app is currently available in the United States, United Kingdom, Canada, and parts of Europe, and sends funds to 19 receiving countries for over 500,000 users. We currently havea 4.6-star rating on Trustpilot — people put their faith in us to deliver their money quickly, securely, and affordably. And we’re pretty darn proud of that.
How we work
What we’re most proud of though is our brilliant, creative, and tenacious team. Our remote-first workplace means you’ll be working with Sendwavers in Europe, Africa, South America, and the U.S. that all share a core set of Sendwave values. What exactly are those values? Glad you asked.
- Prioritize fearlessly.
There will always be more problems to solve and opportunities to pursue than we have the capacity for. We’re not afraid to say no and are willing to let fires burn, knowing that to win we must discern and execute decisively on the vital few rather than the important many. - Take full ownership of the outcomes we’re responsible for.
Our job is not to do what we can to solve a problem. It's to ensure that problem is solved. If an attempt to solve a problem doesn't work, we seek an alternative. If we need help, we request it, and, if necessary, demand it. - Forge a diverse team and inclusive culture.
We believe the challenges we’re addressing will be best met by a truly global, diverse team, working together. We’re not naive to the systemic bias and discrimination that make this easier said than done, so we check our egos, listen deeply, and measure progress towards making this a fundamental part of our success. - Maximize our rate of learning.
We view projects as ever-evolving drafts and welcome opportunities to discover that what we had in mind won't work so we can move to an even better end state. Most importantly, we do this fast. The faster we run these loops — as a company and individuals — the faster we’ll achieve our mission. - Embrace embarrassing honesty from ourselves and others.
We function best when we're open and honest with one another — especially about our challenges and doubts. We lean into uncomfortable conversations and support our colleagues when they do the same. - Maximize energy, not time spent.
We measure our own and others’ contributions by objectives reached, not time spent. Living a full life outside of work is necessary for high achievement over the long term.
How you'll help us achieve it
Delighting our users is a core value at Sendwave. We are looking for a Customer Care manager to help oversee the customer care representative's day-to-day tasks and provide guidance to the team. As a new Customer Care Manager, you will be responsible for monitoring the team’s daily performance across all channels and individual staff metrics. If you enjoy motivating coworkers and problem-solving, we’d like to consider you! Ultimately, you will make sure our customer care representatives are using their skills and training to successfully address our user's needs.
In this role, you'll:
- Drive, monitor & ensure that all your team metrics are in line with our targeted OKRs
- Motivate, coach, and help develop the technical and customer service skills of all of our french/wolof representatives.
- Be responsible for seeing that our French/ Wolof-speaking users receive the best possible experience when they contact us via phone, text or email.
- Directly supervise supervisors & senior representatives in this team.
- Monitor volume to ensure work is evenly distributed amongst the team.
- Provide daily motivation and recognition of team members.
- Effectively address unprofessional or non-constructive behaviour situations as directed by your lead
- Developing a positive team relationship by being supportive, visible, and easily accessible.
- Handling challenging users and issues via the existing escalation processes.
- Providing input to your manager regarding workload volume and staffing needs.
- Train and evaluate your team, and develop a feedback mechanism to help us improve our product
- Develop and maintain a high level of knowledge as related to our mobile remittance services, user life-cycle, distribution campaigns, and the daily functions and operations of both new & existing users.
- And more tasks that can be assigned to you by leadership
Requirements
- Prior call center leadership experience (3 years +)
- Must speak fluently French/Wolof and English
- Solid customer service, organizational, interpersonal, and motivational skills.
- The ability to interface with all levels of staff and management.
- Fully embraces our Sendwave values. In particular, taking full ownership of the outcomes that you're responsible for, figuring out your root problem and working toward a solution that addresses it, prioritizing ruthlessly and focusing on egoless, self-improvement.
- Good understanding of Microsoft Word & Excel.
- Strong supervisory skills.
- Excellent oral/written communication and interpersonal skills.
- The capability to effectively handle multiple priorities in a fast-paced environment.
- Must adapt well to change and successfully set and adjust priorities as needed.
- A great attitude, professionalism, high level of energy.
- Must be able to work open hours if needed
Location
100% remote
Salary and benefits
- Compensation is localized based on where the applicant has the pre-existing legal right to work and where they will do the majority of their tasks:
- US: USD 82,085/per year
- Canada: CAD 104,696/per year
- Costa Rica: CRC 27,174,207/per year
- UK: GBP 39,600/per year
- Belgium: EUR 86,767/per year
- France: EUR 65,417/per year
- Poland: PLN 138,104/per year
- Germany: EUR 104,563/per year
- Kenya: KSH 5,201,591/per year
- Senegal: XOF 27,518,422/per year
Please submit your resumes in English. Please note, resumes submitted in any other language apart from English will not be considered.
And best of all:
- Our team of over 400 employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world.
- We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
- We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
- We recently joined forces with WorldRemit, another remittance company. We’re excited about the ways we can collaborate and continue to provide the best service to our users.
Ready to apply?
Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Sendwave is a place where everyone can thrive. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to wake up every day.
