Merchant Success Consultant

Customer Operations Cape Town (South Africa) Merchant Success Consultant (6 month fixed term contract) Who we are Yoco was founded in , and we've been breaking down barriers, unlocking economic opportunities and opening commerce for people to thrive ever since. We're the payments provider for over , self‑employed, and process over US$3 billion annually. We have ± team members globally, 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 requires a variety of people, with different backgrounds and points of view, to keep building solutions that make life easier for emerging businesses. We're growing fast. With growth comes compelling challenges. If you're an ambitious problem‑solver, with big ideas, a passion for doing good, bright, grounded and courageous; you're likely to thrive at Yoco. Grow With Us. About the team The Inbound Merchant Success team is built to strengthen merchant relationships, boost retention, and fuel long‑term growth while acting as the Learning Engine of Yoco. About the role You'll be responsible for acquiring new POS customers and engaging with existing merchants to cross‑sell/upsell products and features using a highly consultative approach against specified targets and quality metrics. You'll need to consistently capture and surface merchant insights, ensuring the voice of our customers actively shapes how we sell, support, and innovate. This role ensures merchants feel valued and supported, while transforming Yoco into a learning organisation that consistently adapts to merchant needs. Every insight shared moves us closer to retention, growth, and long‑term success. The right person will combine the heart of a customer advocate, the curiosity needed to learn, and the discipline of a results‑driven growth and retention professional. What you will be doing Engage & Retain: Engage meaningfully with key customer segments and build rapport to reduce churn and enhance customer lifetime value (driving product attachment). Surface Customer Learnings: Actively document customer insights, being curious with customers to understand their needs, wants and pain points to surface key findings. Campaign Leadership: Execute on experimentation or call campaign needs in complete alignment with the SOP. Feedback Loop: Present customer needs and valuable learnings with proposed solutions in real time. Drive Growth: Execute growth campaigns/experiments based on business needs with commitment and attention to detail using a thorough approach that achieves growth goals. Experimental responsibility: Identify upsell and cross‑sell opportunities aligned to customer needs, bringing perspectives forward as experimentation ideas. Champion Excellence: Maintain a 90%+ QA score, exceeding targets and providing a referable customer experience (85% CX on chats & 4/5 CSAT). Collaborate & Amplify: Work cross‑functionally, celebrate wins, and ensure customer learnings translate into team and company impact. Demonstrating the Yoco Talent Profile: Showcasing openness to explore boldly, with daily connection to peers, teams, leaders and to the customer while demonstrating dedication to your craft and acting as a multiplier. About you Strong background in customer engagement, account management, or sales with a proven ability to build customer rapport, especially over calls. Proven track record of delivering growth through acquisition (new sales), upselling, cross‑selling, and customer retention with the ability to exceed campaign targets. Excellent communication skills: explicit impactful communicator who can articulate ideas with empathy, clarity and confidence. Analytical mindset: able to interpret data, metrics, and customer insights, and translate them into actionable business recommendations. Adaptability: thrives in fast‑changing environments and can manage real‑time changes to goals or approaches. Collaboration skills: strong team player who engages with peers, leaders and cross‑functionally with proven success. Insight generation & storytelling: skilled at capturing customer feedback and surfacing patterns to influence decision‑making. Ownership mindset: takes full responsibility for merchant outcomes and follow‑through. Creativity & innovation: brings fresh perspectives to problem‑solving and customer engagement. Resilience: maintains energy, positivity, and focus under pressure. A-player: ready to take on new challenges with enthusiasm in support of growth. Attention to detail: can spot patterns and maintain accurate, high‑quality merchant communication. Active listener: fully engages in conversations and demonstrates genuine comprehension and care. Insights driven: captures customer feedback and translates into business insights. Experimentation mindset: grasps experimentation parameters and drives testing success. Customer advocacy: champions the customer experience and proposes solutions to problems. Collaboration and culture focused: engages with peers and leaders to positively impact Yoco culture. Proactive nature: takes initiative and seeks improvements without being asked. Growth focused: communicates well over calls to drive product adoption with a consultative approach. Customer centric critical thinker: puts the customer first and identifies gaps to improve the experience. The people we're looking for We're looking for people who want to grow and have a thirst for learning. And as Yoco grows, we hope they stay with us for the long‑term. Building solutions for a more equal society is a daunting task - and it's not for everyone. We never stop pushing, we break things to rebuild, and we challenge ourselves and our teammates. We start over, we constantly evolve - and we do it fast. We know that it's just the right kind of meaningful madness for our kind of visionary human. So, who are you? You're someone who resonates with our mission and our values, and you're relentlessly effective in your execution. You're a curious problem‑solver with a passion for doing good. You're bright, grounded, experimental and bold. You play open cards and get stuck in. You're not afraid of change. You close the loop. At Yoco, we laugh, embrace each other's quirks, and support one another's growth, all while staying authentic. If this sounds like your kind of challenge, apply below and come grow with us. We encourage applicants from diverse backgrounds to apply and ask that you please send your application in English and help us reduce unconscious bias by leaving out your picture, age, address, and other unnecessary information in your CV. Open positions Merchant Success Consultant – Customer Operations, Cape Town (South Africa) Head of Trust & Risk Operations – Customer Operations, Cape Town (South Africa) Partnership for your wellbeing We believe that the best work comes from a place of balance and security. We see our benefits not as perks, but as a partnership to support your life, your family, and your ambitions. Need time to switch off? We offer 24 paid leave days annually, plus public holidays. Long‑term security? Contributions to medical aid and gap cover. Family first? Paid parental leave for mothers, fathers, and adoptive parents, plus family responsibility leave. Skill growth? An annual learning budget for courses, conferences, or training. Community? Weekly gatherings, team outings, and employee‑led clubs for a connected culture. We're growing Yoco is growing, and as we grow we have compelling challenges ahead of us. Growing means enabling more self‑employed people and businesses to thrive daily. Ambitious problem‑solvers with big ideas will be challenged, stimulated and will thrive at Yoco. Grow with us. About Yoco Yoco is the all‑in‑one digital commerce platform for small businesses. As one of Africa's largest fintech companies, we make it easy to sell anywhere, manage your business from anywhere, and grow with smart insights—all under one Yoco profile. Founded in , we've helped over , small businesses across South Africa accept card payments and access capital—often for the first time. Our ecosystem of payments, software, and tools works seamlessly under one Yoco account. Open to explore Let's recruit together and find your next colleague. If this sounds like your kind of challenge, apply below and come grow with us. #J-18808-Ljbffr