Background

Wakandi Group is a digital financing company revolutionising access to formal financial services across Africa. We empower cooperatives and microfinance institutions through innovative digital platforms, ensuring seamless, secure, and transparent savings and loan management.

Role overview

The Customer Support Supervisor will be responsible for leading the customer support team, ensuring timely and effective resolution of customer issues, and continuously improving support processes to enhance customer satisfaction. This role demands strong leadership, excellent communication, and a passion for service excellence.

Key responsibilities

Team Management

• Lead, mentor, and develop a team of Customer Support Representatives.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a positive, collaborative, and high-performing team environment.

Ticket Management

• Oversee the HubSpot ticketing system to ensure all customer issues are logged, tracked, and resolved within the agreed 2-day SLA.
• Monitor ticket queues and prioritise cases based on severity and customer impact.
• Ensure timely and clear communication with customers on issue status and resolution.

Training and Development

• Develop and implement comprehensive training programs, including webinars and workshops.
• Stay up to date on industry best practices and integrate them into team training.
• Ensure all team members are fully proficient in HubSpot and other support tools.

Customer Communication

• Maintain practical, empathetic, and solution-oriented communication with customers.
• Develop standardised templates to ensure consistent communication across the team.
• Collect customer feedback and use insights to improve support operations.

Continuous Improvement

• Collaborate with Product, Tech India, and other internal departments to address recurring challenges.
• Recommend and implement improvements that enhance the overall customer experience.

Who You Are

• 3+ years' experience in customer management, supervision, or account management (fintech/financial services experience is a plus).
• Bachelor's degree in business, Communications, or a related field (qualifications in Sales/Business Development or technical programs are an advantage).
• Skilled in CRM systems and reporting tools (HubSpot experience is a plus).
• Strong leadership, negotiation, and communication skills.
• Fluent in English and Kiswahili, with excellent presentation skills.
• Proactive, detail-oriented, and comfortable working in fast-paced, high-pressure environments.
• Passionate about customer success and committed to financial inclusion.

Why Join Us?

• Make a real impact on Africa's financial inclusion journey
• Work in a dynamic, innovative, and mission-driven company
• Enjoy growth opportunities and a supportive environment
• Competitive compensation and benefits

• Lead, mentor, and develop a team of Customer Support Representatives.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a positive, collaborative, and high-performing team environment.
• Oversee the HubSpot ticketing system to ensure all customer issues are logged, tracked, and resolved within the agreed 2-day SLA.
• Monitor ticket queues and prioritise cases based on severity and customer impact.
• Ensure timely and clear communication with customers on issue status and resolution.
• Develop and implement comprehensive training programs, including webinars and workshops.
• Stay up to date on industry best practices and integrate them into team training.
• Ensure all team members are fully proficient in HubSpot and other support tools.
• Maintain practical, empathetic, and solution-oriented communication with customers.
• Develop standardised templates to ensure consistent communication across the team.
• Collect customer feedback and use insights to improve support operations.
• Collaborate with Product, Tech India, and other internal departments to address recurring challenges.
• Recommend and implement improvements that enhance the overall customer experience.

• Strong leadership skills
• Negotiation skills
• Communication skills
• Fluent in English and Kiswahili
• Excellent presentation skills
• Proactive
• Detail-oriented
• Comfortable working in fast-paced, high-pressure environments
• Passionate about customer success
• Committed to financial inclusion
• Skilled in CRM systems and reporting tools

• Bachelor's degree in business, Communications, or a related field
• Qualifications in Sales/Business Development or technical programs are an advantage