Implementation & Support Operations Manager

2 weeks ago

Cape Town, Western Cape, South Africa Yoco Full time

Who we are:


Yoco was founded in 2015, and has since processed over R100 billion in digital payments for over 400,000 businesses in South Africa.

We're breaking down barriers and unlocking economic opportunities that enable people to thrive.


We have over 330 team members across our key hubs in South Africa and the Netherlands, all with a bias for boldness, and a passion for simple, progressive solutions.

We believe in uniting different people to solve hard problems together.


Our mission of making society more equal takes a variety of people, with different backgrounds and points of view, so we can keep building solutions that work for and include everyone.

Yoco is growing, and as we grow we have compelling challenges ahead of us.

Growing means we're enabling more self-employed people and businesses to thrive every day. It also means that ambitious problem-solvers with big ideas are challenged, stimulated and will thrive at Yoco.

We don't stop pushing, we break things to rebuild, we challenge ourselves and each other. We're constantly evolving — and we're doing it fast.

Grow With Us.

About the team:

Our implementation team is a fundamental part of our operations. We help setup, install, train and support our customers for their store management systems supplied by Yoco.


The team is made up of installation and support engineers who operate very closely with our customers on daily basis.

Our engineers are our brand ambassadors in the field, they walk our customers through their product journey from sign-up, to implementation, and offer ongoing support.

We excel in continuous improvement and creative problem solving. The team values advocate for operational excellence and customer centricity. Most importantly, we make it a mission to enjoy what we do and have fun while doing it.

About the role:

As an Implementation Operations Manager, you will be in the driver's seat to take our products to the market.

You will be responsible for the daily operations of our field installation and support teams who install our products at customer sites and provide them with the technical support afterwards.

You help structure and build the team, and develop, standardise and govern its processes to deliver a seamless and delightful customer experience.


Your team of technicians will be setting up and installing our solutions at customer sites, training their teams on product usage, and providing them with daily technical support.

You will drive their planning and execution, allocate the right resources to the right projects based on project timelines, and help them with problem solving.

Everyday you will collaborate with the different functions at Yoco to improve our internal and customer facing processes, all for a delightful customer experience.

You will, occasionally, connect with our customers and lead them through the product implementation process.

What you will be doing:

  • Define, standardise and run implementation and support processes and operations
  • Build and develop a team of installation and support technicians capable of setup, installation, training and support.
  • Lead the planning, scheduling and allocation of implementation & support engineers to projects and processes based on capacity, skills and demand.
  • Run the daily technical support operations and identify process gaps, customer issues and their root causes and implement solutions that ensures longterm resolution
  • Overlook stock availability operations and ensure a healthy pipeline of hardware
  • Track, measure, and improve the execution and quality of projects, provide regular reporting to leadership on project status and flag any risks
  • Collaborate on, Maintain and update customer facing materials like input templates and training material to facilitate the onboarding process

About you:

  • 7+ years of experience in operations roles
  • 3+ years of experience in people management
  • Familiar with continuous improvement and gap analysis methodologies
  • Excellent communication (verbal & written) and managerial skills
  • Hyperorganised and structured with an operational mindset
  • A problem solver, with a cando attitude and customer centricity
  • Ability to take ownership of projects with selfmanagement
  • Ability to work on multiple projects concurrently, while managing client and team expectations
  • Strong understanding of payments and/or hospitality software products is a plus
  • A quantitative educational background is a plus

The People We're Looking For:

We're looking for brave people who want to grow. And as Yoco grows we hope they stay with us, long term.

Growing can be a daunting task and it's not for everyone. We never stop pushing, we break things to rebuild, we challenge ourselves, and inspire each other to push further.

So, who are you? You're a curious problem-solver with a passion for doing good. You're bright and grounded, experimental and brave. You play open cards and get stuck in

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