Merchant Success Consultant

**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**team**:
The Inbound Merchant Success team is built to strengthen merchant relationships, boost retention, and fuel long-term growth while acting as the Learning Engine of Yoco.

**About the role**:
You’ll be responsible for **acquiring new POS customers and engaging with existing merchants to cross-sell/upsell products and features**using a highly consultative approach against specified targets and **quality metrics**. You’ll need to consistently **capture and surface merchant insights**, ensuring the voice of our customers actively shapes how we sell, support, and innovate.

This role ensures merchants feel valued and supported, while transforming Yoco into a **learning organisation** that consistently adapts to merchant needs. Every insight shared moves us closer to retention, growth, and long-term success.

The right person will combine the heart of a customer advocate, the curiosity needed to learn, and the discipline of a results-driven growth and retention professional.

**What you will be doing**:

- **Engage & Retain**: Engage meaningfully with key customer segments and build rapport to reduce churn and enhance customer lifetime value (driving product attachment and expanding POS usage )
- **Surface Customer Learnings**: Actively document customer insights, being curious with customers to understand their needs, wants and pain points to surface key findings
- **Campaign Leadership**:Execute on experimentation or call campaign needs in complete alignment with the SOP
- **Feedback Loop**:Responsible for presenting customer needs and valuable learnings with proposed solutions in real time
- **Drive Growth**: Execute growth campaigns/experiments based on business needs with commitment and attention to detail using a thorough approach that achieves growth goals.
- **Experimental responsibility**: Identify upsell and cross-sell opportunities aligned to customer needs, bringing perspectives forward as experimentation ideas while
- **Champion Excellence**: Maintain a 90%+ QA score, exceeding targets and providing a referable customer experience (85% CX on chats & ⅘ CSAT)
- **Collaborate & Amplify**: Work cross-functionally, celebrate wins, and ensure customer learnings translate into team and company impact.
- **Demonstrating the Yoco Talent Profile**: Showcasing clear openness to explore boldly, with daily connection to peers, teams, leaders and to the customer while clearly demonstrating dedication to your craft (not just your primary job, but additional skills even if it means stepping outside of your comfort zone) in a relentlessly effective way, acting as a true multiplier with the ability to bring out the best in those around you with passion and curiosity.

**About you**:

- Strong background in customer engagement, account management, or sales with a proven ability to build customer rapport, especially over calls
- Proven track record of delivering growth through acquisition (new sales), upselling, cross-selling, and customer retention with the ability to exceed campaign target

- **Excellent communication skills**: explicit impactful communicator who confidently and effectively articulate ideas and fresh perspectives. Someone who can easily communicate with empathy, clarity and confidence
- **Analytical mindset**: able to interpret data, metrics, and customer insights, and translate them into actionable business recommendations
- **Adaptability**: thrives in fast-changing environments and able to manage real time changes to goals or approaches while comfortable with pivoting
- **Collaboration skills**: strong team player who enjoys engaging with peers, leaders and cross-functionally with proven success within team projects
- **Insight generation & storytelling**: skilled at capturing customer feedback and surfacing patterns articulated in a way that can influence decision-making
- **Ownership mindset**: Takes full responsibility for merchant outcomes and follow-through
- **Creativity