Are you a customer-focused leader with a passion for building strong client relationships and driving results?
Wakandi Tanzania Ltd. is seeking a highly motivated and experienced Technical & Onboarding Supervisor (TOS) to join our growing fintech team in Dar es Salaam. This is a key leadership role responsible for ensuring a seamless, professional, and high-quality onboarding experience for our customers while overseeing technical support operations.
If you are passionate about customer success, team leadership, and fintech innovation, we would love to hear from you.
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.
The Technical & Onboarding Supervisor (TOS) is responsible for managing the whole customer onboarding journey while leading and supervising the technical and onboarding team. This role ensures smooth system implementation, excellent customer experience, and high operational performance.
You will work closely with Sales, Customer Success, and Technical teams to ensure all customers are confidently onboarded and fully supported.
Manage the whole customer onboarding lifecycle.
Act as the primary escalation point for customer and internal technical issues
Coordinate with Sales, Customer Success, and Support Teams
Conduct customer training and system demonstrations
Supervise, coach, and develop the onboarding and technical team
Monitor performance and ensure KPIs and service standards are met
Maintain onboarding data and documentation in the CRM system
Drive continuous improvement of onboarding processes
Collect and analyze customer feedback after onboarding
Education & Certifications
Minimum 3+ years of relevant higher education (BSc preferred)
IT-related education or certifications are an advantage
Professional Experience
Minimum 3+ years of relevant work experience
Experience in IT, Fintech, or Telecommunications is an advantage
Proven supervisory or leadership experience
Strong technical support and onboarding experience
Accounting proficiency is required
Experience with CRM tools (HubSpot or equivalent)
Languages
Excellent English and Kiswahili (spoken & written)
Personal Attributes
Strong leadership and organisational skills
Excellent communication and presentation skills
High customer satisfaction orientation
Detail-oriented and results-driven
Stress-tolerant and proactive
Strong commitment to company values
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: