Who We Are

Yoco is one of Africa's largest fintech companies, building an ecosystem of intuitive, dynamic payments and business tools. These connected tools are easy to tailor to diverse business needs, enabling brave businesses to do better and grow.

Founded in 2015, we now process over US$3 billion annually for over 400,000 businesses.

We are powered by over 330 people across our three talent hubs in the Netherlands and South Africa. We come from different backgrounds and have different viewpoints, so we can keep building cutting-edge financial tools for growing businesses.

We’re growing fast. With growth comes compelling challenges, which means that if you’re an ambitious problem-solver with big ideas you will be challenged, stimulated, and grow with us at Yoco. You have a passion for doing good. You’re bright and grounded, experimental and brave.

We believe growing together is a commitment and that it means being uncomfortable and overcoming problems, and when faced with such problems seeing opportunities where others see barriers. But we know it’s not for everyone.

We don’t stop pushing, we break things to rebuild, we challenge ourselves, and inspire each other. We’re constantly evolving - and we’re doing it fast.

Be Brave and Grow With Us.

About The Customer Support Team

At Yoco, Customer Centricity is at the core of our DNA: everything we do is centred around our customers. 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.

About The Role

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.

What You Will Be Doing

• Inspire & Lead - Create a motivated and high-performing Customer Support Team through encouragement, coaching, and empowerment.
• Foster Growth - Mentor and develop Customer Support Consultants to help them excel.
• Support & Guide - Conduct regular 1-on-1 check-ins to provide feedback and set clear expectations.
• Streamline Operations - Implement customer support procedures, policies, and best practices.
• Set & Achieve Goals - Define team objectives aligned with key performance indicators (KPIs).
• Drive Performance - Boost team productivity while aligning with company-wide goals.
• Monitor & Improve - Track customer support metrics, analyse trends, and share insights.
• Ensure Efficiency - Keep the team running smoothly and profitably, enhancing customer satisfaction and retention.
• Resolve Issues - Handle escalated customer concerns, ensuring timely and effective resolution.
• Think Big - Develop strategies to scale support operations as the business grows.
• Adapt & Deliver - Take on additional tasks based on business needs.
  
  

About You

• 3+ years experience as a Customer Support Team Lead in a fast-paced, omnichannel environment (like fintech, tech, ecommerce).
• Tech-savvy with working knowledge of operating CRM databases and business tools (Salesforce, Natterbox, MessageBird, Intercom etc.).
• Previous experience leading or participating in customer support projects (changes, improvements, implementations, experiments etc).
• Flexibility to work rotating shifts which include weekends and public holidays
• Currently based in Cape Town or surrounds - hybrid role.
  
  

The people we’re looking for

We’re looking for brave people who want to grow. And as Yoco grows we hope they stay with us, long term.

Growing can be a daunting task and it’s not for everyone. We never stop pushing, we break things to rebuild, we challenge ourselves, and inspire each other to push further.

So, who are you? You’re a curious problem-solver with a passion for doing good. You’re bright and grounded, experimental and brave. You play open cards and get stuck in. You’re not afraid of change. You close the loop.

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.