Customer service and support

Call Center Representative (Remote)

Full Time

Our Mission
In 2019, immigrants worldwide sent over $550 billion home to family and friends, dwarfing foreign governmental aid. In the age of cheap, quick transfers through services like Paypal and Venmo, these people are trekking to stores to pay fees averaging over 7% for transfers that typically take 24 hours or more.

Sendwave’s mission is to change that by making sending money anywhere in the world easy and affordable. Since 2014, our app has allowed diaspora members from across Africa — and more recently the Philippines and Lebanon— to send money abroad fast, saving our users over 70% relative to Western Union and MoneyGram.

We are looking to rapidly expand around the world in the next year. That’s where you come in…
How you’ll help us achieve it
Our Longtime User Happiness (LUH) customer support team is the ‘frontline’ for ensuring all users can achieve Sendwave’s mission. To do so, delighting our users remains a core value for our team. Every decision we make as a company is driven by asking how much something would help our existing and future users. Excellent customer support is essential to making sure we treat our users well, and that’s why we need support team members with the skills to delight our users 100% of the time.

As a member of our Support Team, you’ll:
Work regular full-time shifts on our support inbox, handling incoming calls, outgoing calls, texts & emails.
Identify patterns in user feedback and translate those into suggestions for improving our user experience.
Quickly identify major issues affecting a number of users and be an advocate for having them addressed swiftly.
Participate in regular trainings & team meetings.
You might be a good fit if you:
Truly enjoy helping to solve problems for our awesome customers.
Exhibit excellent written & verbal communication skills.
Approach others’ problems with compassion and a desire to keep problem-solving an issue until you understand what is going on.
Are motivated to help Sendwave grow through providing stellar service to our customers.

2+ years experience in a call/contact center or as a dispatcher/receptionist in a large office.
Ability to commit to a full-time schedule.
Ability to work your assigned shift, as we are open 24 hours per day/7 days per week.
Ability to work weekends, evenings, and statutory holidays if required.
Advanced fluency in English (speaking / writing). The job requires the ability to communicate in English with our customers and team at a professional working capacity.
Fluency in Somali, Swahili, Italian, Spanish or French is a plus!
Our company, including our support team, is 100% remote. External candidates must be authorized to work in Kenya or Senegal. External candidates authorized to work exclusively outside of Kenya or Senegal will not be considered.

Key Details
Customer Support Compensations by location:
Kenya: 762,000 gross KES/annually
Senegal: 437,500 – 625,000 net CFA/monthly
USA: $17.30 – $19.50 USD gross/hour
Benefits package – Please see some of our benefits below;
Paid leave for vacations, sick, and bereavement, varying by country
Charitable donation matching
Baby bonding time for all employees after at least six months of employment
Fertility assistance
Professional development
Please read before applying
Position is remote, and can be executed from any quiet location with reliable, fast internet
The interview will be conducted in English. Please come prepared to have an interactive conversation.
Resumes will only be considered if submitted in English.
Interview Steps
Resume screening: If your resume is selected, you will receive a email invitation to complete a project
Project: A take home project that will assess your language, problem solving skills and network quality
Manager Interview: This is a conversation with a team lead or department head from the Support team about your work experience. After this interview, we will aim to be in touch within 1 week.
Offer: Welcome to the team!
Our company, including our support team, is 100% remote. External candidates authorized to work exclusively outside of Kenya or Senegal will not be considered.

Our team
Our team of over 400 employees are fully distributed across the world— working from coffee shops, homes, and coworking spaces — making us one of the larger fully distributed growth-stage startups in the world.
We are proud parents, community organizers, farmers, play in bands, teach yoga , moonlight as YouTube influencers, are former Olympians, and serial entrepreneurs.
We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili and Wolof.
We recently joined forces with WorldRemit, another remittance company, and we’re excited about the ways we can continue to provide the best service to our users.

How to apply

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