Sendwave is a VC backed startup with a mission to make sending money to Africa as easy and affordable as sending a text.
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
Providing excellent customer support at scale, while minimising fraud
Delighting our users is a core value at Sendwave. Every decision we make as a company is driven by asking how much something would help our existing and potential users. Excellent customer support is essential to this, but difficult to scale. As an international remittance company, Sendwave is also exposed to substantial risk from payments fraud. You and your team will be responsible for identifying fraud while simultaneously maintaining a positive experience for our legitimate users. You will design and iterate on a call flow for user issues, and lead our strategy for the Francophone customer service team. You will ensure that as we grow, we continue to delight our users while also minimising fraud losses. We're looking for someone with experience running and scaling a customer service team so that we continue to “wow” our users as we expand to new markets.
Building a Francophone customer support team
We are preparing to launch a French version of the Sendwave app in the coming months and need an all-star customer support team to make this possible. To-date, the Sendwave app has been available solely in English. Our talented Anglophone customer support team will continue to service Sendwave’s English-speaking users. To complement this team, we are looking for someone to take the lead in developing and managing a Francophone customer support team for our new French-speaking users.
In your first few months, you'll:
Bonus points if you:
Wave is a VC backed startup with a mission to make sending money to Africa as easy and affordable as sending a text. Co-founded by Brown and Harvard engineering graduates, Drew Durbin and Lincoln Quirk, Wave was launched in 2014 after Drew became fed up of having to make a physical trip to a store and pay an additional 10%, to send money to the NGO he was running in Tanzania. He teamed up with Lincoln and and built an app which allows users to send money instantly from a smartphone to the recipient’s mobile money account in Kenya. Over the last 5 years, their app has allowed Africans in the US, the UK, and Canada to send money instantly to mobile money wallets in Kenya, Uganda, & Tanzania, saving users over 70% relative to Western Union and MoneyGram. Wave has launched in 5 countries and the team have plans to expand across Africa.
In 2016, Wave expanded and began building a mobile money product for domestic markets in Africa. In places where electricity, water and roads don't always work, Wave are creating financial infrastructure that "just works." Their mobile platform in Senegal enables peer-to-peer payments, purchase of goods and services and addresses small business payment needs. Launched in Fall 2017, Wave are now processing over 200k payments every month. Their goal is to make Africa the first cashless continent, starting with Senegal.
Backed by world-class investors including Khosla Ventures, Founders Fund, Y Combinator, and the cofounders of PayPal. Wave has grown quickly and now boasts a HQ team of ~30 people who are deeply passionate about their mission of bringing great financial services to the people who need them most. They now have a Country Office in Senegal with a team of about 70 people and have recently opened another Country Office in Cote d’Ivoire.