Customer Support Team Lead at Yoco

About the role

• 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 to 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.
• Lead by example in going the extra mile to engage with customers and fellow 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.
• Strategise 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 Fin-tech 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