Who We Are
Yoco was founded in 2015, and has since processed over R100 billion in digital payments for over 400,000 businesses in South Africa. We’re breaking down barriers and unlocking economic opportunities that enable people to thrive.
We have over 330 team members across our key hubs in South Africa and the Netherlands, all with a bias for boldness, and a passion for simple, progressive solutions. We believe in uniting different people to solve hard problems together.
Our mission of making society more equal takes a variety of people, with different backgrounds and points of view, so we can keep building solutions that work for and include everyone.
Yoco is growing, and as we grow we have compelling challenges ahead of us.
Growing means we’re enabling more self-employed people and businesses to thrive every day. It also means that ambitious problem-solvers with big ideas are challenged, stimulated and will thrive at Yoco.
We don’t stop pushing, we break things to rebuild, we challenge ourselves and each other. We’re constantly evolving — and we’re doing it fast.
Grow With Us.
About The Role
The Customer Support team is committed to providing an outstanding customer experience. As a Customer Support Consultant, you will be empowered to help our customers with some of their most complex concerns. Your job is not only to help our team with the issues they encounter but to help us learn as a company from each interaction so that we can make our customers’ experience of our products as seamless and delightful as possible.
As a Customer Support Team Lead, you'll be the team’s cheerleader and use your exceptional empathy and product expertise to ensure the team feels understood and, most importantly, valued. Your energy will be focused on helping your team handle customer queries efficiently and effectively, seeking an opportunity to improve customer trust and experience. Self-starters who spot, solve problems and see ways to improve our customers’ experience at scale thrive at Yoco - and you'll have a significant role to play when acting as the voice of our customers.
At Yoco, Customer Centricity is at the core of our DNA: everything we do is centred around our customers. Providing a quality customer experience is at the heart of everything we do. It starts with a simple sign-up process, which gets our merchants up and running seamlessly. What comes next, is keeping our merchants delighted throughout our partnership and their business’s growth.
Our target at Yoco, and expectations from you as a Customer Support Team Lead, is to ensure that you and your team provide world-class service. We strive to set the gold standard for quality service in the industry.
The Customer Support team has proven to be a great source of future champions and talent across the business. You will be able to learn more than anyone else about our customers and are best suited to help influence multiple areas of the business to be better and do better for our customers.
What You Will Be Doing
- Lead by creating a productive, motivational and prosperous working environment for the Customer Success Team through active encouragement, empowerment and coaching.
- Exemplify inclusive leadership attributes through openness, transparency, and trust to enable the Support Team to thrive.
- Be responsible for the mentorship and development of our Customer Support Consultants.
- Perform regular 1-on-1 check-ins with the team to give feedback on progress and expectations.
- Implement customer support procedures, policies and standards.
- Design and set goals and targets for the Customer Support Team that are aligned with their KPIs.
- Drive productivity in alignment with both the team and wider organisational goals and KPIs.
- Plan and monitor daily activities within Customer Success Use operations.
- Analyse customer support metrics and compile accurate feedback reports to the rest of the wider team.
- Keep your team running efficiently and profitably, to increase customer satisfaction, expectations, and retention.
- Handle escalated customer complaints by providing appropriate solutions and alternatives within the service level agreement and follow up to ensure resolution.
- Work with stakeholders to own the recruitment and growth of the Customer Engagement Team.
- Build sustainable relationships rooted in trust through open and interactive communication with Yoco customers.
- Lead by example in going the extra mile to engage with customers and colleagues.
- Perform other assigned duties based on business priorities and organisational needs.
- Stay informed on the latest industry techniques and methods.
- Actively promote and live up to the Yoco values and company culture.
- Strategize on solutions aimed at handling Yoco's increasing merchant base at scale.
About You
- Proven track record of leading a customer support team (preferably in a fast-paced Fintech, Financial Services or international company).
- Effective communication and customer relations skills, with the ability to develop and nurture relationships on all platforms used in support.
- Ability to work independently and demonstrate rigorous time management.
- Ability to learn quickly, and fast become an expert in Yoco’s product offering and customer needs.
- Must be proactive, detail-oriented, and demonstrate resilience under pressure.
- Be solution-driven and a self-starter.
- Ability to remain calm and perform well in high-stress moments.
- Be tech-savvy, and have a working knowledge of operating CRM databases and other business tools, such as Salesforce, Natterbox, MessageBird and Intercom.
Bonus competencies:
- 3+ years of work experience as a customer support team lead
- Flexibility to work rotating shifts which include weekends and public holidays
- Postgraduate qualification or Diploma will be advantageous
Working hours:
Our support team is online between 08:00 AM and 05:00 PM, 365 days a year, which means that we have committed to being available and helping our customers at all times.
There will occasionally be weekend support shifts (to be done remotely).
This role requires you to be very flexible when it comes to working shifts, as and when required.
The office structure is hybrid, with up to 3 days in office, as per agreement with manager.
The people we're looking for:
We’re looking for people who want to grow. And as Yoco grows we hope they stay with us, long term.
Building things that make society more equal is a daunting task. And it’s not for everyone. We never stop pushing, we break things to rebuild, and we challenge ourselves and our teammates. We start over, we constantly evolve — and we do it fast. We know that it’s just the right kind of meaningful madness for our kind of visionary human.
So, who are you? You’re someone who resonates with our mission, but also our values, when it comes to how we work.
You’re a curious problem-solver with a passion for doing good. You’re bright and grounded, experimental and bold. You play open cards and get stuck in. You’re not afraid of change. You close the loop.
At Yoco, we love to laugh, cherish each other’s quirks, and be authentic.
Find Out More About Who We Are Here.
We encourage applicants from diverse backgrounds to apply and ask that you please send your application in English and help us reduce unconscious bias by leaving out your picture, age, address, and other unnecessary information in your CV.
Yoco is one of Africa's largest fintech companies. We enable small businesses to thrive through open commerce.
Founded in 2015 we have helped over 400,000 small businesses across South Africa accept card payments and access capital - often for the first time. We have over 330 team members across our key hubs in South Africa and the Netherlands, all working to deliver world class payments and software solutions to small businesses. We have raised $170M from some of the leading institutional investors in the world such as TPG, Dragoneer, Partech, Velocity, Quona, Raba, 4DX and many more.
