Support Operations Manager

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Headquarters: Boston

Our mission 

Annually, one billion immigrants worldwide send over $600 billion home to family and friends, dwarfing foreign governmental aid. In the age of cheap, quick transfers through services like Paypal, 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 users in North America and Europe to send money instantly to mobile money wallets in Kenya, Uganda, Tanzania, Ghana, Nigeria (and soon Bangladesh and Senegal) saving our users over 70% relative to Western Union and MoneyGram.   We're growing quickly, and are looking to rapidly expand globally in the next year. That's where you come in... 

How you'll help us achieve it 

Delighting our users is a core value at Sendwave. We are looking for a Support Operations Manager that will assist the Head of User Support with designing and controlling the various steps of service process, redesigning business operations as needed, and overseeing the recruitment and hiring of new staff. You will be responsible for our call center analytics and workforce management initiatives (with a focus on volume and staffing forecasting). You will also make recommendations for enhancements to training materials as needed to enhance our users overall experience with our support teams. 

In this role, you'll: 



Our company, including our support team, is 100% remote. You must live and be authorized to work in the United States, United Kingdom, Belgium, Canada or Kenya. 

Key details 

This position will have a yearly salary of $80,000 USD (or local equivalent).  Company benefits include: 

Our team 

How to apply 

If interested, please apply by submitting a resume as well as a cover letter describing your interest in Wave here. Please also respond to the questions below. Applications will be reviewed on a rolling basis.   Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Wave is a place where everyone can thrive. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to wake up everyday.

To apply:

Posted about 3 years ago