Yoco is Hiring a Customer Support Team Lead in Cape Town

Yoco was founded in 2015, and we’ve been breaking down barriers, unlocking economic opportunities and opening commerce for people to thrive ever since.

We’re the payments provider for over 200,000 self-employed, and process over US$3 billion annually.

We have ±350 team members globally, all with a bias for boldness and a passion for simple, progressive solutions. We believe in uniting different people to solve hard problems, together.

About the team and the role

The Customer Support team is committed to providing an outstanding customer experience. 

In your role as a Customer Support Team Lead, 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.

You’ll be the team’s cheerleader and will use your exceptional empathy and product expertise to ensure our team feels understood and, most of all, 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..

If this sounds like you, then join our culture.

CORE COMPETENCIES

• Customer Experience Leadership
• Champion a culture of customer empathy, clarity, and urgency.
• Guide your team in delivering world-class service across all touchpoints.
• Handle high-impact escalations and ensure swift, effective resolution.
• Act as a voice of the customer, relaying feedback and identifying service pain points.
• Team Coaching & Development
• Provide regular 1:1s, performance feedback, and personal development coaching.
• Foster an inclusive, high-performance environment built on trust and accountability.

What you will be doing

As a Customer Support Team Lead, you’ll be responsible for the following:

• Lead by creating a productive, motivational and prosperous working environment for the Customer Success Use 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’s 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 KPI’s
• Drive productivity in alignment with both the team and wider organisational goals and KPI’s
• Plan and monitor daily activities within Customer Success Use operations.
• Analyse customer support metrics and compile accurate feedback reports for the rest of the wider team.
• Keep your team running in an efficient and profitable manner 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.

About you

• Proven track record of leading a customer support team (preferably in a fast-paced Fin-tech or international company). A degree or special qualification will help to distinguish you from other applicants.
• 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 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:

• 1+ years + of work experience as a customer support team lead
• Flexibility to work rotating shifts which include weekends and public holidays
• Have a postgraduate qualification

Working Flexible Hours:

• Our support team is online between 08:00a.m and 05:00p.m, 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 specific role requires the candidate to be very flexible when it comes to working shifts, as and when required.
• There will be flexibility to work from home.

The people we’re looking for

We’re looking for people who want to grow and have a thirst for learning. And as Yoco grows, we hope they stay with us for the long-term.

Building solutions for a more equal society 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