Operational Excellence Specialist

**Who we are**:
Yoco was founded in 2015, and we’ve been breaking down barriers, unlocking economic opportunities and opening commerce for people to thrive ever since.

We’re the payments provider for over 200,000 self-employed, and process over US$3 billion annually.

We have ±350 team members globally, 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 requires a variety of people, with different backgrounds and points of view, to keep building solutions that make life easier for emerging businesses.

We’re growing fast. With growth comes compelling challenges. If you’re an ambitious problem-solver, with big ideas, a passion for doing good, bright, grounded and courageous; you’re likely to 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 Operations Team**:
Our Customer Operations Group sits at the heart of our merchant experience, orchestrating seamless end-to-end service across multiple touch points. This dynamic team manages everything from day-to-day customer support and technical troubleshooting to the complexities of logistics, supply chain management, and KYC verification processes. Working as an integrated unit, they ensure our merchants receive responsive support, timely device deliveries, and smooth onboarding while maintaining compliance with regulatory requirements.

The group serves as a strategic partner across the organisation, collaborating closely with Product teams to surface merchant insights and drive product improvements, partnering with Revenue teams to support merchant growth and retention, and working alongside Engineering to optimise technical solutions. By maintaining these strong cross-functional relationships, Customer Operations not only resolves immediate merchant needs but also contributes to long-term business success through data-driven insights and continuous feedback loops.

**About the role**:
As an Operational Excellence Specialist, you will support continuous improvement and process design efforts across Customer Operations. You’ll identify inefficiencies, design and implement scalable processes, and contribute to cross-functional projects that improve process clarity, customer experience, and team performance. This role goes beyond analysis and recommendations—you’ll take ownership of implementing improvements and developing end-to-end processes for products and services, helping us scale with simplicity, speed, and impact.

**What you will be doing**:

- Lead or contribute to process improvement initiatives—from quick wins to scalable fixes—by identifying inefficiencies, co-designing solutions, and coordinating implementation efforts. Take ownership of improvements within Customer Operations, and contribute as a cross-functional partner on broader initiatives to enhance customer experience and operational effectiveness.
- Assist in the design and implementation of end-to-end operational processes for new products, services, and GTM initiatives, ensuring smooth adoption and readiness across Customer Operations.
- Map and document current workflows, handovers, and SOPs. Maintain essential, and handover non-essential, process visuals, RACI charts, and procedural templates, ensuring clarity and accessibility for all teams.
- Lead or co-facilitate retrospectives and workshops that drive insight into root causes of operational challenges and unlock systemic improvements.
- Track the impact of implemented changes on key metrics (e.g. AHT, FCR, CSAT where applicable) and help close the loop through feedback, data, and follow-up adjustments to ensure sustained adoption and effectiveness.
- Contribute to building team playbooks, service blueprints, and operational standards, ensuring consistent best practices and shared knowledge across Customer Operations.

**About you**:
**Qualifications**:

- Bachelor’s degree or equivalent in Engineering / Accounting / Data & Analytics, Business, Operations, or a related field is preferred
- Lean or CI certification is a plus

**Experience**:

- 4 years of experience as a Customer Experience Specialist, Quality Assurance (QA), internal support, process management, or an enablement role, preferably in a fast-paced environment (e.g. FinTech, e-commerce, or tech platforms).
- Demonstrated experience in gathering feedback, supporting workshops, and contributing to continuous improvement practices.
- Exposure to Lean or CI methodologies (formal or informal).

**Skills**:

- Strong curiosity and a natural process-oriented thinking approach, with an eye for detail and efficiency.
- Clear and concise communication skills, comfortable articulating ideas and working collaboratively across diverse teams.
- Ability to support problem-solving through data collection a