Customer Support Consultant

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.

As a Customer Support Consultant at Yoco, you will play a pivotal role in helping entrepreneurs thrive by ensuring they receive timely, empathetic, and effective support. You'll be the front line of communication with our merchants, resolving issues, delivering education, and enabling business continuity. Whether assisting with hardware, software, or payment queries, you will help co-create a world-class customer experience and champion customer insights throughout the business.

Multi-Channel Support

• Deliver high-quality support via calls, emails, chat, social media, and in-app platforms
  
  
• Meet and exceed response time, resolution time, and customer satisfaction targets
  
  
• Maintain a strong presence across both digital and telephonic platforms
  
  

Customer Problem-Solving

• Resolve issues relating to product usage, hardware malfunctions, account setup, and payment discrepancies
  
  
• Escalate critical or systemic issues internally with clear context and urgency
  
  
• Go the extra mile to ensure customer needs are not just met but anticipated
  
  

Relationship Building

• Build rapport with customers to create long-term trust and engagement
  
  
• Act as the voice of the customer internally by documenting feedback and patterns
  
  

Operational Excellence

• Co-create and iterate on support processes and knowledge bases with the Customer Support Lead
  
  
• Identify and act on opportunities to improve customer journeys and remove friction points
  
  
• Maintain detailed logs, follow-ups, and reporting for support interactions
  
  

Team Collaboration

• Work closely with product, engineering, and logistics to drive quick resolutions and improvements
  
•  Support teammates during high-volume periods and share best practices proactively
  
  

• 3+ years in a Customer Support role, preferably in tech or fintech
  
• Experience working in high-growth or startup environments
  
• Availability to work rotating shifts, weekends, and public holidays
  
• Comfortable with hybrid work: 3 days in-office, remaining remote
  
• Willingness to learn, adapt, and contribute to a collaborative team
  

• Communicates with clarity, empathy, and adaptability; builds trust through active listening and emotional intelligence.
  

Proactive Problem Solving

• Anticipates needs, resolves root causes, and seeks opportunities to add value beyond immediate requests
  

Commercial Awareness

• Understands small business dynamics, spots growth opportunities, and strengthens retention by guiding merchants toward solutions that drive long-term success.
  

Product Confidence & Curiosity

• Quickly learns product details, explains them simply, and serves as a trusted guide for customers
  

Ownership & Accountability

• Takes end-to-end responsibility, follows through reliably, and upholds high service standards.
  

Growth Mindset

• Welcomes feedback and change, continuously improves performance, and contributes to team learning.
  

Digital Proficiency

•    Skilled in using systems, CRMs, and multi-channel tools; adapts quickly to new technologies.

We're looking for people who want to grow and have a thirst for learning. And as Yoco grows, we hope they stay with us for the long-term.

Building solutions for a more equal society is a daunting task - and it's not for everyone. We never stop pushing, we break things to rebuild, and we challenge ourselves and our teammates. We start over, we constantly evolve - and we do it fast. We know that it's just the right kind of meaningful madness for our kind of visionary human.

So, who are you? You're someone who resonates with our mission and our values, and you're relentlessly effective in your execution.

You're a curious problem-solver with a passion for doing good. You're bright, grounded, experimental and bold. You play open cards and get stuck in. You're not afraid of change. You close the loop.

At Yoco, we laugh, embrace each other's quirks, and support one another's growth, all while staying authentic.

If this sounds like your kind of challenge, apply below and come grow with us.

We encourage applicants from diverse backgrounds to apply and ask that you please send your application in English and help us reduce unconscious bias by leaving out your picture, age, address, and other unnecessary information in your CV.