Fresh Openings at Yoco

About the role

• You’ll make Yoco’s story — and our merchants’ stories — famous, and impossible to ignore.
• You’ll turn Yoco’s brand strategy into powerful, resonant stories that bring our purpose to life.
• This role blends creativity, data, and cultural insight to shape how Yoco shows up across every channel — owned, earned, and paid.
• You’ll transform merchant voices and business insights into content that inspires, educates, and drives belonging within the small business community.
• As the bridge between storytelling and strategy, you’ll craft narratives that position Yoco as the voice of small business in South Africa.

What you will be doing

• Translate the brand strategy into a clear, actionable content strategy that aligns with brand campaigns and supports brand marketing key results.
• Identify and capture compelling merchant stories that reflect Yoco’s purpose and values, with a focus on high-impact narratives from across South Africa’s independent business landscape.
• Extract insights from Yoco’s merchant set and translate them into engaging, accessible content that educates, inspires, and positions Yoco as a thought leader.
• Design and deliver content that can capture leads and deepen brand engagement. Partner with Events & Community to make exclusive content available for community members amplifying Yoco’s presence at events — ensuring event activations are supported by compelling, shareable assets.
• Shape merchant stories and data insights into shareable, PR-ready content that can be amplified across owned, earned, and paid channels.
• Partner with Organic Social, PR & Partnerships, Events & Community, and Paid Media teams to ensure content is amplified across all channels.
• Track and report on content performance, using insights to optimise future content for greater engagement, reach, and ROI.

About you

• You’re a natural storyteller with a sharp sense for what connects with people — in culture, community, and commerce.
• You thrive on collaboration across, and care deeply about telling authentic stories of independent businesses.
• You balance heart and hustle: bold in ideas, disciplined in delivery. You bring proven experience developing impactful content strategies that drive overall brand or campaign goals.
• You have a strong grasp of amplification across owned, earned, and paid channels and you’re able to translate data into insights that inspire action.
• You have an editorial, writing or production background and you’re able to craft content that cuts through — from articles and social posts to video, campaigns, and PR.
• You understand production workflows, and you’re comfortable managing timelines and stakeholders.

Nice-to-Haves

• Familiar with Monday.com or Asana; fintech or SaaS experience beneficial.
• Understanding of South African culture and the small-business landscape.
• Portfolio of your work.

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About the role

• As a Community Experience & Advocacy Lead, you will strengthen Yoco’s brand and merchant loyalty by building a connected community and delivering high-impact experiences that drive advocacy, engagement, and long-term value beyond product use.

What you will be doing

• Design, build, and maintain scalable community infrastructure including CRM, segmentation, and personalised communication flows.
• Develop a tiered engagement strategy, identify and activate high-potential and influencer merchants to amplify brand advocacy.
• Conceptualise and execute high-impact online, hybrid and in-person events that drive brand connection, learning, and referrals. Develop and maintain a scalable event toolkit. Manage partner relationships to ensure consistent and high-quality execution.
• Embed referral mechanics into community engagement efforts and merchant journeys to drive organic growth through advocacy.
• Integrate community, events, PR, brand, and merchant value initiatives into a cohesive ecosystem that amplifies impact.
• Establish and manage KPIs, feedback loops, and reporting frameworks to track engagement, ROI, and continuously optimise.

About you

• You bring a marketer’s creativity, a community builder’s empathy, and an operator’s discipline. You take pride in crafting meaningful experiences — from intimate conversations to large-scale activations — that strengthen connection and trust. You combine analytical curiosity with execution excellence, ensuring every initiative ladders up to brand love and business value.
• You have deep empathy for small business owners and a passion for helping them thrive through meaningful experiences.
• You’re a collaboration catalyst — able to align and inspire cross-functional teams to deliver exceptional merchant experiences.
• You thrive where creativity meets execution, combining data-driven thinking with hands-on innovation. You’re comfortable building things from scratch, experimenting, and iterating to continuously improve results.
• You have strong technical skills, with experience designing, building, and maintaining community infrastructure, including landing pages, CRM, segmentation, and personalised communication flows (Hubspot, Zoho, or similar).
• You have a deep understanding of digital marketing and experience building a small marketing function from the ground up, connecting all its parts effectively, and creating cohesive experiences that drive engagement across both online and offline channels.

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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.