Our Mission

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 across Africa — and more recently the Philippines and Lebanon— to send money abroad fast, 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

Our Longtime User Happiness (LUH) customer support team is the 'frontline' for ensuring all users can achieve Sendwave's mission. To do so, delighting our users remains a core value for our team. Every decision we make as a company is driven by asking how much something would help our existing and future users. Excellent customer support is essential to making sure we treat our users well, and that’s why we need support team members with the skills to delight our users 100% of the time.

As a member of our Support Team, you'll:

  • Work regular full-time shifts on our support inbox, handling incoming calls, outgoing calls, texts & emails.
  • Identify patterns in user feedback and translate those into suggestions for improving our user experience.
  • Quickly identify major issues affecting a number of users and be an advocate for having them addressed swiftly.
  • Participate in regular trainings & team meetings. 

You might be a good fit if you:

  • Truly enjoy helping to solve problems for our awesome customers.
  • Exhibit excellent written & verbal communication skills.
  • Approach others’ problems with compassion and a desire to keep problem-solving an issue until you understand what is going on.
  • Are motivated to help Sendwave grow through providing stellar service to our customers.

Requirements (must have all to apply)

  • 2+ years experience in a call/contact center or as a dispatcher/receptionist in a large office
  • Ability to commit to a full-time schedule
  • Ability to work your assigned shift, as we are open 24 hours per day/7 days per week
  • Ability to work weekends, evenings, and statutory holidays if required
  • Level B2 CEFR for English required. The position requires the ability to communicate in English and Spanish with our customers and team at a professional working capacity
  • Fiber Internet is required

Location

Applicants for this role must be authorized to work in Costa Rica

Key Details

  • Nonnegotiable Compensation
    • Costa Rica: 550,000 Colones/Monthly. 
  • Benefits package include;
    • Paid leave for vacations, sick, and bereavement, varying by country
    • Baby bonding time for all employees after at least six months of employment
    • Fertility assistance
    • Professional development

Please read before applying

  • Position is remote, and can be executed from any quiet location with reliable, fast internet.
  • The interview will be conducted in English. Please come prepared to have an interactive conversation.
  • Resumes will only be considered if submitted in English.
  • Candidates must be fluent in English and Spanish.
  • We will start reaching out to qualified candidates starting the week of 08/15/2021

Interview Steps

  • Resume screening: If your resume is selected, you will receive a email invitation to complete a project
  • Project: A take home project that will assess your computer and problem solving skills
  • Final Interview: This is a panel interview divided into two parts. The first 15 minutes will be interactive in Spanish and the second part will be 30 minutes long, interacting in English with a Support manager. After this interview, we will aim to be in touch within 1 week.
  • Reference check: If applicable, we will request references from previous roles. Requesting references does not guarantee an offer.
  • Offer: If reference checks go well, welcome to the team!

Cover Letter Instructions

  • Submit your resume / CV and cover letter using the links provided. In your cover letter, please answer the following questions: 
    • Why are you looking to leave your old role (if applicable)?
    • What are you looking for in a role now?
    • Why Sendwave?
  • Answer required questions below 

Our team

  • Our team of over 400 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 are proud parents, community organizers, farmers, play in bands, teach yoga , moonlight as YouTube influencers, are former Olympians, and serial entrepreneurs.
  • We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili and Wolof.
  • We recently joined forces with WorldRemit, another remittance company, and we’re excited about the ways we can continue to provide the best service to our users.

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. Please also indicate the countries in which you have work authorization.

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. Sendwave 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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