Product Manager - Support Innovation
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 will help us achieve it
We believe the future of customer support lies in a thoughtful balance between human and automated interactions. As we continue to scale, we need to empower our support teams to focus on moments that truly require empathy, creativity, and judgment—while using automation to efficiently handle more routine and repetitive needs. This means rethinking how we support different types of customer requests, investing in self-serve tools and conversational AI where they add real value, and building internal tools that supercharge our human teams.
We’re looking for a Product Manager who’s excited to explore, experiment, and help shape the tools that will define what great support looks like at scale.
Concretely in this role you will:
- Think holistically from the end state, but work step-by-step, working with existing team members, support operations and other stakeholders.
- Relentlessly gather feedback (by talking to users, our support team, and looking at the data) to deeply understand the problem space and our users' needs.
- Figure out what metrics to rely on, measure them, and use those metrics to set short- and long-term goals.
- Own all support products and tooling for both automated and human support interactions.
- Prioritize work for a small team to improve user satisfaction, response times, and support costs.
You might be a good fit if you
- Have deep curiosity about both the promise and limitations of large language models.
- Are self-driven and resourceful with limited resources.
- Take ownership for business and user outcomes and work hard to make them inevitable.
- Are used to running smaller experiments to test your hypotheses
- Have a good nose for data and obsess over user experience.
- Have strong instincts for asking questions that could move the needle.
- Are great at coordinating across teams and excel at communicating across multiple cultures.
- Have the courage and persistence to replan when feedback or new information arrives.
- Always listen with empathy but ruthlessly prioritize based on impact.
- Are excited about travel and meet users where they are — your users will be in Senegal, Côte d’Ivoire, and other countries in Africa, and some travel will be essential
Key Requirements
- 5+ years of technical product management or similar experience, ideally with a background in AI applications and/or support technology.
- High effectiveness in managing cross-functional teams
- Speak fluent English
- Bonus if you
- Speak at least conversational French
- Have professional experience building AI-powered tools
- Have worked with support in a high growth company
- Are a mobile money user in Sub-Saharan Africa
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.
- We are on Y Combinator's top companies by revenue.
How to apply
Fill out the form below, and upload a resume in English and a cover letter describing your interest in Wave and the role.
We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.
Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join us as a Product Manager - Support Innovation at Wave, where we're on a mission to make Africa the first cashless continent! Imagine a world where financial services are accessible, affordable, and efficient for everyone. Since our inception, we've been dedicated to solving real-world challenges faced by millions, and we need your help to continue this journey. In this role, you'll be at the forefront of reimagining customer support by balancing human interactions with automated solutions. You’ll empower our support teams, allowing them to focus on what matters most while streamlining routine tasks through self-service tools and cutting-edge AI. As a crucial member of our team, you'll gather feedback, analyze user needs, and set goals that directly impact user satisfaction and support efficiency. With your deep curiosity about technology, especially in AI, you'll push the boundaries of what's possible while coordinating with cross-functional teams. Your empathetic listening and strong organizational skills will be instrumental in prioritizing impactful solutions. If you've got the drive and experience—five years in product management, preferably within AI or support tech—this could be your chance to contribute to a meaningful cause while enjoying travel opportunities across various African countries. At Wave, we cherish autonomy and your ability to own projects from start to finish. Ready to join us in transforming financial services for millions? Apply today!
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