Head of Customer Support

at  Yoco

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.

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, we challenge ourselves and 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

ABOUT THE ROLE

The Head of Customer Support at Yoco is responsible for leading and managing the customer support function to ensure exceptional service levels, customer satisfaction, and retention. This role involves strategic planning, managing & developing the customer support team, implementing support processes, and continuously improving service quality.

WHAT YOU WILL BE DOING

Run a high-performing customer support operations service:

• Lead, motivate, and manage customer support teams to consistently deliver excellent customer service. Set clear performance expectations and goals. Foster a positive, collaborative team culture.
• Develop, monitor and steer performance metrics to gauge team effectiveness and individual performance.
• Balance flexibility and stability in customer service operations. Establish a stable operational foundation, yet flexible enough to adapt to new challenges and business needs.
• Develop and retain talent: establish clear career paths for customer service employees, offering growth into specialised or more senior roles. Focus on talent development through regular training, mentorship and feedback. Prioritise retaining top talent by fostering engagement and opportunities for growth