Care Operations (Healthtech)

Location: Hybrid role based in the Dakar office, Senegal, with regular trips to Abidjan, Côte d’Ivoire

Company

hirify.global and Tanel are building a prevention-first digital health insurer for francophone West Africa, combining insurance, prevention, and care services.

What you will do

• Design and roll out the Care operating model for Senegal and Côte d’Ivoire, including service levels, opening hours, team structure, and outsourcing.
• Build the hiring plan with the crew lead and participate in recruitment, including final-round validation.
• Introduce hirify.global’s KPIs, rituals, playbooks, training, and improvement practices to the local Care organization.
• Own operational performance, quality, reporting, member satisfaction, and root-cause analysis for WhatsApp and phone support.
• Ensure ticketing, WhatsApp, and phone tools are operational and lead the transition to hirify.global’s product and tooling stack.
• Represent Care Africa in hirify.global’s global Care community and contribute to regional and global strategic planning.

Requirements

• 5+ years of experience in customer service or customer experience operations, including structuring, scaling, or turning around a team.
• Experience leading change in teams or functions without direct management responsibility.
• Strong data fluency with the ability to define, track, interpret, and challenge operational KPIs.
• Fluent French and comfortable written and spoken English required.
• Knowledge of the West African context and the ability to adapt approaches to local teams and markets.
• Structured, autonomous, and comfortable working in an ambiguous environment.

Nice to have

• Experience in health, insurance, or assistance.
• Experience managing outsourcing partners or leading CRM and tooling migrations.
• Experience with WhatsApp- or phone-heavy support operations.
• Wolof language skills.

Culture & Benefits

• Permanent, full-time contract.
• Central role in a fast-growing African healthtech supported by hirify.global’s global Care team.
• Comprehensive health insurance for the employee and family through hirify.global.
• Tools and resources required to perform the role effectively.
• Flexible learning and training policy, including budgets for books and conferences.