Customer Support Team Lead

6 months ago

Cape Town, South Africa Yoco Full time

**Who we are**:
Yoco was founded in 2015 and now processes over US$2 billion annually. We’re the payments provider for over 200 000 self-employed, and opening commerce for all. We’re breaking down barriers and unlocking economic opportunities that enable people to thrive.

We have over 350 team members globally, operating across international markets, 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 Customer Support **team**:
The Customer Support team is committed to providing an outstanding customer experience. In your role as a Customer Support Consultant, 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.

As a Customer Support Team Lead, you'll be the team’s cheerleader and will use your exceptional empathy and product expertise to ensure our team feel 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.

**About the role**:

- 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 to 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 c

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