Senior Customer Support Manager

7 days ago

Cape Town, South Africa Yoco Full time

Yoco is on a mission to help the businesses of tomorrow get started, and get paid - be a part of the team that changes financial services in Africa. Curious. Data-driven. Purposeful. Sound like you? It sounds a lot like us too.

We are a fast-growing African technology company made up of over 350 team members globally. All with a bias for boldness, and a passion for simple, progressive solutions.

Founded in 2015, Yoco is now the payments provider for over 200 000 business owners and processes over $2bn annually.

**ROLE | WHAT WILL YOU BE DOING?
The role of the customer support team is critical in carrying the voice of the customer across the organisation.

They are responsible for ensuring that the customer's needs and feedback are heard, understood, and addressed by the relevant teams, including product and tech tribes. Through providing excellent customer service and consistently driving customer satisfaction, the customer support team helps to build strong customer relationships and loyalty, ultimately contributing to the growth and success of the business. You will also be a key player in promoting the connection between the customer and the product, ensuring that the products and services offered to meet the customers’ evolving needs.

**Key responsibilities**:

- Managing a team of customer support representatives, setting goals, and providing regular coaching and feedback.
- Maintaining a thorough understanding of Yoco's products and services to ensure accurate and timely responses to customer inquiries.
- Analyzing customer inquiries to identify areas for improvement in support processes, products, and services.
- Collaborating with cross-functional teams, including engineering and product management, to identify and resolve customer issues.
- Developing and maintaining best practices, policies, and procedures for customer support.
- Establishing and tracking metrics to measure the team's performance, including response times and customer satisfaction ratings.
- Identifying and implementing tools to streamline and automate support processes.
- Comfort with ambiguity; the ability to lay out and test clear hypotheses and solve problems without well-defined direction.

**IDEAL CANDIDATE | WHAT WE ARE LOOKING FOR?**

**Key requirements to perform responsibilities successfully**:

- 5+ years of experience in customer support, customer success, or customer operations with at least 3+ years in a management role.
- Managed customer-facing teams of 20+ people with various skills and talents.
- Proven track record of driving customer satisfaction through excellent customer service delivery.
- Strong communication and interpersonal skills, with the ability to communicate effectively with teammates, customers, and other stakeholders.
- Experience with data analysis and reporting, with the ability to use data to drive process improvements.
- Experience working in a fast-paced, high-growth environment.
- Passion for delivering excellent customer service and achieving team goals.

**THE YOCO FORMULA**

The Yoco formula is a validated approach to work and a set of behaviours that create maximum value for our customers and help us grow.

**Core Values** - _Our way of working to create value & grow_
- Stay Connected
- Make Space to Explore
- Keep it Simple
- Master your Craft

**Core Behaviours** - _How we show up, engage & treat each other_
- Get to know each other personally
- Say what you think
- Be courageous and focus forward
- Don’t let ego get in the way

To support this, we have built a role-based organisation where every individual is given the space to focus and develop their innate strengths. Everyone at Yoco has the opportunity to lead a project and become a specialist, enabling flexibility, collaboration and accountability at all levels. You will be working with a diverse, motivated and skilled team who will continuously stretch you as an individual. To learn more about our culture, subscribe to our Exposure Gallery.
- Join us on a meaningful journey at Yoco, and help enable our merchants to thrive through Open Commerce_

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