Head of Customer Support

**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