Customer Support Team Lead at Yoco

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.
• At Yoco, Customer Centricity is at the core of our DNA: everything we do is centred around our customers. Providing a quality customer experience is at the heart of everything we do. It starts with a simple sign-up process, which gets our merchants up and running seamlessly. What comes next is all about keeping our merchants delighted throughout our partnership and their business’s growth.
• Our target at Yoco, and expectations from you as a Customer Support Team Lead, is to ensure that you and your team provide world-class service. We are striving to set the gold standard for quality service in the industry.
• The Customer Support team has proven to be a great source of future champions and talent across the business: you will be able to learn more than anyone else about our customers, and are best suited to help influence multiple areas of the business to be better, and do better for 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.
• Support onboarding, mentorship, and continuous learning for all team members.

Operational & Process Excellence

• Monitor and report on KPIs aligned with both team and business goals.
• Identify and eliminate inefficiencies; streamline processes to scale service quality.
• Lead operational initiatives and small-scale projects, ensuring structured planning, execution, and delivery.
• Drive initiatives that improve operational systems, tools, or workflows.

Collaboration & Stakeholder Engagement

• Work closely with cross-functional teams (e.g., Product, Risk, Growth) to improve end-to-end customer experience.
• Represent your department in key business conversations and contribute to company strategy.
• Take ownership of hiring, workforce planning, and team structure.

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.
• 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). 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.