Customer Support Supervisor at Wakandi Group

Are you a customer-focused leader with a passion for building strong client relationships and driving results?

Wakandi Tanzania is seeking a Customer Support Supervisor (CSpS) to lead and inspire our customer success operations in Tanzania. In this role, you will be responsible for guiding our customers, partners, and teams to ensure activation, retention, and growth of our services, while delivering exceptional value and world-class customer experiences.

We are seeking a dedicated and skilled Customer Support Supervisor (CSpS) to oversee and strengthen our customer support operations in Tanzania.

About Wakandi

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

1. 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.

2. 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 prioritize cases based on severity and customer impact.
• Ensure timely and clear communication with customers on issue status and resolution.

3. Training and Development

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

4. Customer Communication

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

5. 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 support and committed to financial inclusion.

Qualifications

• Proven experience in customer support or a supervisory role (experience with HubSpot is an advantage).
• Excellent communication, leadership, and problem-solving skills.
• Ability to manage multiple priorities and lead a team effectively.
• Strong customer-centric mindset and passion for service excellence.

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

Interested?

If you're making a significant impact and helping shape the future of financial services in Africa, we'd like to hear from you. Please prepare a 2–3-minute video in English, covering:

• A brief introduction of yourself.
• Why do you believe you're fit for this role?
• Your unique offerings to Wakandi.
• What is your motivation for wanting to be a part of our team?