Customer Support Representative

About the role

Wave is looking for a Customer Support Representative to join its growing team in Kinshasa. You will be the primary point of contact for users of Wave’s mobile financial services, helping them navigate the app, resolve issues, and enjoy a seamless cash‑less experience.

Key responsibilities

• Handle inbound customer inquiries and complaints via phone, chat, or email with professionalism and empathy.
• Escalate complex issues to relevant internal teams while ensuring timely follow‑up.
• Maintain up‑to‑date knowledge of Wave products and services.
• Use active listening to identify customer needs and propose appropriate solutions.
• Participate in team meetings and contribute ideas for process improvement.

Required profile

• Minimum 3 years of experience in a call‑center or customer service role.
• Fluency in French and local languages spoken in Kinshasa.
• Ability to work flexible schedules, including evenings or weekends if needed.
• Strong sense of responsibility, initiative, and attention to detail.

Required skills

What we offer

• Competitive salary calculated with a transparent formula.
• Generous parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidized child‑care.
• Gym membership and fitness class subsidies.
• Airtime reimbursement.
• Opportunity to grow with a fast‑expanding fintech company shaping Africa’s cashless future.