Customer Support Consultant (Fixed Term Contract) at Yoco

About the role

• As a Customer Support Consultant at Yoco, you will play a pivotal role in helping entrepreneurs thrive by ensuring they receive timely, empathetic, and effective support. You’ll be the front line of communication with our merchants, resolving issues, delivering education, and enabling business continuity. Whether assisting with hardware, software, or payment queries, you will help co-create a world-class customer experience and champion customer insights throughout the business.

What you will be doing
Multi-Channel Support

• Deliver high-quality support via calls, emails, chat, social media, and in-app platforms
• Meet and exceed response time, resolution time, and customer satisfaction targets
• Maintain a strong presence across both digital and telephonic platforms

Customer Problem-Solving

• Resolve issues relating to product usage, hardware malfunctions, account setup, and payment discrepancies
• Escalate critical or systemic issues internally with clear context and urgency
• Go the extra mile to ensure customer needs are not just met but anticipated

Relationship Building

• Build rapport with customers to create long-term trust and engagement
• Act as the voice of the customer internally by documenting feedback and patterns

Operational Excellence

• Co-create and iterate on support processes and knowledge bases with the Customer Support Lead
• Identify and act on opportunities to improve customer journeys and remove friction points
• Maintain detailed logs, follow-ups, and reporting for support interactions

Team Collaboration

• Work closely with product, engineering, and logistics to drive quick resolutions and improvements
• Support teammates during high-volume periods and share best practices proactively

About you

• 3+ years in a Customer Support role, preferably in tech or fintech
• Experience working in high-growth or startup environments
• Availability to work rotating shifts, weekends, and public holidays
• Comfortable with hybrid work: 3 days in-office, remaining remote
• Willingness to learn, adapt, and contribute to a collaborative team

Skills & Competencies
Customer-Centric Communication

• Communicates with clarity, empathy, and adaptability; builds trust through active listening and emotional intelligence.

Proactive Problem Solving

• Anticipates needs, resolves root causes, and seeks opportunities to add value beyond immediate requests

Commercial Awareness

• Understands small business dynamics, spots growth opportunities, and strengthens retention by guiding merchants toward solutions that drive long-term success.

Product Confidence & Curiosity

• Quickly learns product details, explains them simply, and serves as a trusted guide for customers

Ownership & Accountability

• Takes end-to-end responsibility, follows through reliably, and upholds high service standards.

Growth Mindset

• Welcomes feedback and change, continuously improves performance, and contributes to team learning.

Digital Proficiency

• Skilled in using systems, CRMs, and multi-channel tools; adapts quickly to new technologies.