Customer Support Team Lead

Yoco, founded in 2015, has been breaking down barriers, unlocking economic opportunities, and opening commerce for people to thrive. We are the payments provider for over 200,000 self‑employed professionals and process over US$3 billion annually. With approximately 350 global team members, we pride ourselves on boldness, passion for simple progressive solutions, and a commitment to uniting diverse backgrounds to build solutions that make life easier for emerging businesses. About The Team And The Role The Customer Support team is committed to providing an outstanding customer experience. As a Customer Support Team Lead, you will empower the team to handle complex customer concerns, drive customer trust, and serve as the voice of customers while improving processes at scale. Core Competencies Customer Experience Leadership – Champion a culture of empathy, clarity, and urgency. Team Coaching & Development – Provide 1:1s, performance feedback, coaching, foster inclusive high‑performance environment. Operational & Process Excellence – Monitor/report KPIs, eliminate inefficiencies, lead initiatives. Collaboration & Stakeholder Engagement – Work cross‑functional teams, represent department, consider strategy. What You Will Be Doing Lead by creating a motivating working environment. Mentor and develop Customer Support Consultants. Conduct regular 1‑on‑1 check‑ins with the team. Implement support procedures, policies, and standards. Design goals and targets aligned with KPIs. Drive productivity, plan and monitor daily activities. Analyze metrics, compile feedback reports. Handle escalated complaints within SLA and follow‑up on resolution. Collaborate on recruitment and growth of the team. Build sustainable relationships with customers. Lead by example, actively promote Yoco values. Strategize solutions for scaling the merchant base. About You Proven track record leading a customer support team (preferably in fintech or international company). Strong communication and customer relations skills. Independent, rigorous time‑management. Quick learner, expert in Yoco product and customer needs. Proactive, detail‑oriented, resilient under pressure. Solution‑driven and self‑starter. Calm under stress. Tech savvy, knowledge of CRM databases and tools like Salesforce, Natterbox, MessageBird, Intercom. Bonus Competencies 1+ years as a customer support team lead. Flexibility for rotating shifts, weekends, public holidays. Postgraduate qualification. Working Flexible Hours Support team online 08:00 a.m. – 05:00 p.m., 365 days a year; available at all times. Occasional weekend support shifts (remote). Flexibility to work from home. The People We’re Looking For We seek people who want to grow, learn, and embrace a mission to build a more equal society. If you resonate with our values and thrive in a fast‑paced, bold environment, join us. Benefits 24 paid leave days annually plus public holidays. Medical aid and gap cover contributions. Paid parental leave for mothers, fathers, adoptive parents; family responsibility leave. Annual learning budget for courses, conferences, training. Weekly company gatherings, team outings, employee‑led clubs. 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. Yoco is the all‑in‑one digital commerce platform for small businesses. Founded in 2015, we help over 200,000 small businesses across South Africa accept card payments and access capital. Our ecosystem of payments, software, and tools works seamlessly under one Yoco account. #J-18808-Ljbffr