Head of Customer Support

3 months ago

Cape Town, 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 role**:
The Head of Customer Support at Yoco is responsible for leading and managing the customer support function to ensure exceptional service levels, customer satisfaction, and retention. This role involves strategic planning, managing & developing the customer support team, implementing support processes, and continuously improving service quality.

**What you will be doing**:
**_Run a high-performing customer support operations service:_**
- Lead, motivate, and manage customer support teams to consistently deliver excellent customer service. Set clear performance expectations and goals. Foster a positive, collaborative team culture.
- Develop, monitor and steer performance metrics to gauge team effectiveness and individual performance.
- Balance flexibility and stability in customer service operations. Establish a stable operational foundation, yet flexible enough to adapt to new challenges and business needs.
- Develop and retain talent: establish clear career paths for customer service employees, offering growth into specialised or more senior roles. Focus on talent development through regular training, mentorship and feedback. Prioritise retaining top talent by fostering engagement and opportunities for growth

**_
Strategic Planning and Execution: _**
- Develop and implement a customer service strategy that aligns with the company's goals and values. Regularly review and adjust the strategy to adapt to changing business needs and market conditions. Manage the customer support budget, ensuring resources are allocated optimally. Benchmark against industry standards to ensure competitive service experience and performance.

**_
Customer Satisfaction and Relationship Management:_**
- Ensure high levels of customer satisfaction through excellent service standards. Handle complex customer complaints or issues, ensuring they are resolved promptly, including effective escalation procedures to quickly address and resolve high-priority concerns. Ensure prompt and effective communication with customers during the resolution process. Empower agents to solve customer issues on their own, while maintaining clear processes to avoid errors; all aimed at achieving high customer satisfaction and strong performance

**_
Process Improvement and Support Wider Business Innovation:_**
- Continuously assess and improve customer support processes and policies to simplify and automate customer service: identify repetitive tasks that can be simplified or automated. Collaborate with internal and external teams to implement solutions to improve the service experience and efficiency. Allow the team to focus on higher-value tasks by removing operational bottlenecks
- Use performance data and customer insights to drive improvements in customer service operations while maintaining stability in the operation.
- Foster a culture of innovation within the team to enhance customer support practices.

**_Cross-functional Collaboration: _**
- Collaborate with cross-functional teams to support wider business and product innovations, ensuring customer service plays a key role in enhancing the overall experience.
- Make Customer Service a hub for customer insights, contributing to improvements across the business. Establish regular feedback loops to share customer insights and feedback with other depts.

**About you**:

- Proven **customer service leadership experience in scale-up environments**: 3+ years of demonstrated success in leading and managing customer service managers and their teams, ideally in a (high pressure) fast-growing or scale-up environment
- ** Strategic vision and execution**: the ability to set a clear vision for customer service, create a strategy, and translate that strategy into daily operational practices.
- ** Process improvement expertise in customer service operations**: strong experience in identify

  • Head of Customer Service

    6 months ago

    Cape Town, South Africa Initiate International Full time

    Are you ready to lead and shape the future of customer service in the iGaming industry? Join a leading iGaming company in Cape Town as the Head of Customer Service, where you’ll drive excellence, innovation, and customer-centric strategies. You will play a crucial role in ensuring customer satisfaction and enhancing the overall user experience. If...

  • Head of Customer Experience

    2 weeks ago

    Cape Town, South Africa Protect Group Full time

    **Head of Customer Experience -**_ _**Protect Group** **Location**:**Cape Town CBD, South Africa (On-site) **Contract**: Permanent, Full-Time **Hours**: Flexible with weekends and evenings. **Language requirements**: Fluent, business-level written and spoken English is essential. Any additional languages will be greatly beneficial. **Company...

  • Head of Support

    3 weeks ago

    Cape Town, South Africa Parvana Full time

    Job title : Head of SupportJob Location : Western Cape, Cape TownDeadline : December 04, 2024Quick Recommended Links Jobs by Location Job by industries What you will be doing: Manage the SaaS platform's hosting environment, ensuring high availability, performance, and security while collaborating with DevOps and infrastructure teams for maintenance and...

  • Head of Customer Service

    3 months ago

    Cape Town, South Africa Initiate International Full time

    Are you ready to lead and shape the future of customer service in the iGaming industry? Join a leading iGaming company in Cape Town as the Head of Customer Service, where you’ll drive excellence, innovation, and customer-centric strategies. You will play a crucial role in ensuring customer satisfaction and enhancing the overall user experience. If...

  • Head of Customer Loyalty

    2 days ago

    Cape Town, Western Cape, South Africa Ad Talent Full time

    Job Title: Head of Customer LoyaltyWe are seeking an experienced Head of Customer Loyalty to lead our customer engagement and retention efforts. This role will be responsible for developing a clear strategy and approach to customer loyalty, improving the accuracy of first-party marketing data, growing customer usage, and optimizing revenue streams through...

  • Head of Support

    6 months ago

    Cape Town, South Africa GVI Full time

    **Start Date**:ASAP **Location**:Hybrid - GVI office in Westlake and remote working **Type of role**:Full time, permanent Are you a naturally organized, detail-oriented, communicative team player who enjoys interacting with a wide range of people on a day to day basis? Would you love to work for a purpose-driven organization, on a mission to make a...

  • Head of Customer Experience

    8 months ago

    Cape Town, South Africa Deka Minas (Pty) Ltd Full time

    The main purpose of this role is to manage the business relationship with our customers, solving lasting customer problems, building a long - term competitive advantage, retaining loyal customers, creating a strategy to increase profitability and providing a comprehensive customer perspective for executive decisions to increase the lifetime value and...

  • Head: Ict Support

    6 months ago

    Cape Town, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line**: Campus Head **Vega School** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications...

  • Head of Customer Experience

    3 weeks ago

    Cape Town, South Africa Parvana Full time

    Job title : Head of Customer ExperienceJob Location : Western Cape, Cape TownDeadline : December 04, 2024Quick Recommended Links Jobs by Location Job by industries What you will be doing: Manage the SaaS platform's hosting environment, ensuring high availability, performance, and security while collaborating with DevOps and infrastructure teams for...

  • Customer Support Administrative Assistant

    3 months ago

    Cape Town, South Africa xneelo Full time

    xneelo is a web hosting company of approximately 350 people, spread across teams in Cape Town (head office), Johannesburg, as well as Canada, Ukraine, India and Malta. We see ourselves as business enablers, dedicated to stimulating the economy by helping the business mass market to interact and transact online. We believe that a strong commitment to service...

  • Customer Support Administrative Assistant

    3 weeks ago

    Cape Town, South Africa xneelo Full time

    Xneelo is a web hosting company of approximately 350 people, spread across teams in Cape Town (head office), Johannesburg, as well as Canada, Ukraine, India and Malta. We see ourselves as business enablers, dedicated to stimulating the economy by helping the business mass market to interact and transact online. We believe that a strong commitment to service...

  • Head - Is&t Tender and Contract Support (1 Post)

    2 months ago

    Cape Town, South Africa City of Cape Town Full time

    ELIGIBILITY CLOSING DATE 15.11.2024 REFERENCE NUMBER CS 179/24 ext SALARY R1174257.00 - R1706494.00 DEPARTMENT Information Systems and Technology DIRECTORATE CORPORATE SERVICES Head - IS&T Tender and Contract Support (1 Post) **Requirements**: - A relevant three-year tertiary qualification, preferably a relevant Bachelor’s degree in Information...

  • Head of Customer Experience and Technical Operations

    2 months ago

    Cape Town, Western Cape, South Africa Parvana Full time

    Job Title: Head of Customer ExperienceAbout Our Team:At Parvana, we value integrity, unity, and the pursuit of cutting-edge technology. Our diverse team of engineers, developers, and specialists in finance, HR, digital infrastructure, and marketing work together to deliver exceptional service and innovative solutions.Job Description:As the Head of Customer...

  • Head - Eap and Wellness Programmes

    4 months ago

    Cape Town, South Africa City of Cape Town Full time

    ELIGIBILITY CLOSING DATE 06.09.2024 REFERENCE NUMBER CS 137/24 ext SALARY R1044179.00 - R1350961.00 DEPARTMENT Human Resources DIRECTORATE CORPORATE SERVICES Head - EAP and Wellness Programmes **Requirements**: - Relevant Degree in Behavioural Science / Health related field - Minimum 5 years’ relevant experience in EAP and Wellness, marketing, health...

  • Customer Support Operations Coordinator

    4 weeks ago

    Cape Town, Western Cape, South Africa xneelo Full time

    xneelo is a web hosting company with a diverse team spread across multiple locations, including Cape Town, Johannesburg, Canada, Ukraine, India, and Malta. As a business enabler, our primary goal is to stimulate the economy by facilitating online interactions and transactions for small businesses.We are seeking a skilled Customer Support Operations...

  • Head of Department

    2 months ago

    Cape Town, South Africa Western Cape Department of Health Full time

    Closing Date- 2024/11/11- Reference Number- WCG241007-2- Tracking Number- POCS 01/2024R1- Job Title- Head of Department: Police Oversight and Community Safety - 5-Year contract (POCS 01/2024R1)- Department- Police Oversight and Community Safety- Salary level- 15- Enquiries- Ms Louise Esterhuyse (+27 21 483 5856)- Job Type- Contract- Location - Country- South...

  • Head: Billing Management

    2 months ago

    Cape Town, South Africa City of Cape Town Full time

    ELIGIBILITY CLOSING DATE 12.11.2024 REFERENCE NUMBER WS 93/24 (External) SALARY R1 390 422 p.a. (T17) DEPARTMENT Commercial Services DIRECTORATE WATER AND SANITATION Billing Management Head **Requirements**: - A relevant professional qualification (B degree/First degree. - At least 8 years relevant experience. - A proven track record of experience in...

  • Head of Product

    3 months ago

    Cape Town, South Africa HR Talent Partner Full time

    **Job Overview**: **Date Posted**: Posted 3 days ago- **Location**: Cape Town, Western Cape- **Job Title**: Head of Product- **Salary**: R100,000- **Education Level**: Bachelors Degree- **Job Level**: Senior- **Minimum Experience**: 10 - 15 Years**Head of Product position available in Cape Town.**: A renowned international messaging company is looking for a...

  • Head - Corporate Fleet and Plant

    2 months ago

    Cape Town, South Africa City of Cape Town Full time

    ELIGIBILITY CLOSING DATE 22.11.2024 REFERENCE NUMBER CS 200/24 ext SALARY R1227099.00 - R1346946.00 DEPARTMENT Fleet Management DIRECTORATE CORPORATE SERVICES Head - Corporate Fleet and Plant **Requirements**: - Relevant BTech or degree or academic Diploma equating to 360 credits combined with proven competence and experience - Up to eight (8) years’...

  • Customer Support

    7 months ago

    Cape Town, South Africa Wipro Limited Full time

    Cape Town, South Africa - DOP - 3061052 **Job Description**: **Role Purpose** - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ **Do** - **Support process by managing transactions as per required quality standards** - _Document...