Partner Operations Representative
| Location | Kampala, Uganda |
| Date Posted | June 23, 2024 |
| Category |
Management
Operations Telecom |
| Job Type |
Full-time
|
| Currency | UGX |
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 six 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
Our Partner Operations team is dedicated to seamlessly integrating all bill payment services our users desire across all our applications - customer, agent, and business. Our mission is to ensure these payment services are implemented and maintained efficiently, providing the highest level of reliability and availability. Your role is to strive to keep our business accounts well-funded while fostering strong, mutually beneficial, and sustainable relationships with our partners.
In this role, you’ll;
- Manage and resolve partner cases and issues our customer support teams escalated.
- Interpret Periscope charts and utilize the data to support and make meaningful decisions for our internal teams and partners.
- Have clear communication with users regarding issues, claims, and any outages.
- Escalate all cases, claims, and outages to the appropriate teams to be resolved.
- Communicate clearly and coordinate with different teams to support our partners effectively and timely. Depending on the scenario, these include customer support, product teams, engineering, finance, compliance, and others.
- Ship announcements with easily understandable subject matters for public consumption.
- Treat bugs and requests timely, and address them to the integrations team to support our partners better.
- Communicate precise partner requirements clearly to the engineering team with little or no product manager intervention.
Key details
- Location: You'll work from our office in Uganda and may travel to field locations.
- Work authorization in Uganda is required.
- This is a permanent position.
- Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
- 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
- Fluency in English and a local language.
- At least a Bachelor's degree in IT or a related discipline.
- 3 to 5 years experience in a comparable position in a customer service or back office operations role.
- Basic data analysis skills & SQL knowledge.
You might be a good fit if you
- Have a good understanding of financial services from a bank, financial institution, fintech, or telco.
- Have good analytical skills to interpret complex data and make actionable recommendations.
- Experience in eliciting, analyzing, and documenting functional and technical requirements
- Proficiency in understanding and interpreting technical documentation, particularly APIs and regulatory requirements.
- Ability to effectively analyze problems and opportunities, build a shared understanding across the team, and formulate possible solutions.
- Excellent communication and collaboration skills, with the ability to work effectively across multidisciplinary teams.
- Ability to understand business and technical concepts & to communicate these effectively to all audiences.
- Seek to achieve excellence in everything you do.
- Are an excellent listener who makes other people feel heard.
- Have the Ability to deeply understand and succinctly communicate users’ needs to lead and the rest of the product team.
Our team
- We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, and Uganda, plus remote team members spread across the world.
- We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
- We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
- We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.