Online Community Manager

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State: Accra, Ghana
Country: Ghana
Deadline: 15/05/2021
Qualification: Degree
Work Experience: 4 Years
Career Level: Mid-level
Industry: ICT

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 several African nations – and more recently Bangladesh and Sri Lanka, 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
This role requires a minimum of 2 years experience in customer support in a fast-paced working environment. In the first months you’ll play a key role in managing online communications with new and existing users, identifying trends regarding user experience, improving the online sentiment about Sendwave, and ensuring that our users’ issues are taken care of.

In this role, you will:

Respond in English and French to all inbound messages received via Sendwave’s Facebook, Twitter and Instagram accounts; app reviews in the Google Play Store; and responses to marketing emails sent from users to us.
Adopt professional but friendly tone, consistent with our existing communications.
Solve users’ problems in a way that will motivate them to go out and tell their family and friends about how great Sendwave’s service is. Always default to jumping on the phone with a user in order to make them happy.
Analyze inbound communications to collect feedback related to our user experience and suggest areas for improvement.
Be proactive about suggesting ways in which our communications processes can be made better, whether that’s by adapting a canned response or adopting a new communications management tool.
Participate in regular Risk Team Stand Ups and stay up-to-date with respect to risk-related policies so that you can accurately verify users who contact us via social media or Drew’s email.
Monitor content produced by influencers we work with and respond to comments on this content
Key details
Compensation: Worldwide: $34,600 – $40,700 | US: $43,200 – $50,800
Location: Our company is 100% remote. You can be based anywhere in the the United States, Canada, United Kingdom, Germany, Belgium, Kenya, or Senegal.
Major benefits
Subsidized health insurance and retirement contribution (both vary from country-to-country)
26 weeks fully paid parental leave and subsidized fertility assistance
Generous vacation allowance
$10,000 annual charitable donation matching
Requirements
Native or professional written French and English (professional written Wolof is a bonus)
Familiarity and confidence with Email, Facebook, Twitter and Instagram (professional experience in written communications is a bonus)
2 years experience in Customer Support roles (User protection or identify verification experience is a bonus)
Right to work without employer sponsorship
You might be a good fit if you
Are a self-starter, take initiative, self-manage and require little day-to-day direction to be successful
Take responsibility for the outcomes of your core duties
Are a confident communicator with excellent written communications skills
Enjoys supporting people from different backgrounds and replying to queries mainly through written communications
Creative and can think outside the box in order to solve user issues as well as improve our current processes
Are motivated to help Sendwave grow through improving our social media communications and provide superior service to our customers.
Our team
Our team of over 200 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 play in bands, teach dance classes, run Vipassana retreats, played semi-pro basketball, and built tools to help Doctors Without Borders respond to the Ebola crisis.
We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili and Wolof.
We’re backed by world-class investors including Khosla Ventures, Founders Fund, Y Combinator and the cofounders of PayPal.
How to apply
Applications will be reviewed on a rolling basis. If interested, please submit your resume & cover letter describing your interest in Sendwave below. In your cover letter, please answer the following questions:

What are you looking for in a role now?
What makes you think you will excel as an Online Community Manager
Why Sendwave?

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.

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