Here at Yoco we want to make it easier for small business owners to do business. We’re all about simplifying the complicated things so that they’re smooth, easy and clever where it matters most - your sales.
Our mobile card readers allow you to accept payments when and where you need to, by connecting to your smartphone or tablet. Our free business too...
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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
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