Customer Support Consultant Role at Yoco | Apply Now!

Job Details

📍 Location: Cape Town, Western Cape, South Africa
🏢 Company: Yoco
🖥️ Department: Customer Operations
💼 Role: Customer Support Consultant
📄 Employment Type: Full-Time, Fixed-Term Contract
🌐 Workplace: Hybrid (3 days in-office, remainder remote)

About Yoco

Founded in 2015, Yoco is a fintech company breaking down barriers to commerce, empowering over 200,000 self-employed businesses, and processing over US$3 billion annually. With ±350 team members globally, Yoco fosters a culture of boldness, collaboration, and customer-centric innovation. Our mission is to create a fairer society by enabling merchants to thrive, and we embrace diversity and different perspectives to build meaningful solutions.

Role Overview

As a Customer Support Consultant, you will be the frontline ambassador for Yoco, supporting merchants across all touchpoints. You will deliver timely, empathetic, and effective support via multiple channels, resolve technical and financial queries, escalate systemic issues, and champion customer insights internally. This role ensures business continuity for merchants while co-creating an exceptional customer experience.

Key Responsibilities

Multi-Channel Support

• Deliver high-quality support via phone, email, chat, social media, and in-app platforms

• Meet and exceed response, resolution, and satisfaction targets

• Maintain a strong presence across digital and telephonic channels

Customer Problem-Solving

• Resolve queries related to product usage, hardware malfunctions, account setup, and payment discrepancies

• Escalate critical or systemic issues internally with urgency and context

• Anticipate customer needs and proactively provide solutions

Relationship Building

• Build rapport with merchants to create trust and long-term engagement

• Document feedback and recurring issues to influence product and process improvements

Operational Excellence

• Collaborate with the Customer Support Lead to optimise processes and knowledge bases

• Identify friction points in the customer journey and implement solutions

• Maintain detailed logs, follow-ups, and reporting for support interactions

Team Collaboration

• Work closely with product, engineering, and logistics teams for quick resolutions

• Support teammates during high-volume periods and share best practices

Requirements

• 3+ years’ experience in a Customer Support role, preferably in tech or fintech

• Experience in high-growth or startup environments

• Availability for rotating shifts, weekends, and public holidays

• Comfortable with hybrid work: 3 days in-office, remaining remote

• Willingness to learn, adapt, and collaborate effectively

Skills & Competencies

• Customer-Centric Communication: Empathetic, clear, and adaptable

• Proactive Problem Solving: Anticipates needs and resolves root causes

• Commercial Awareness: Understands small business dynamics and drives solutions

• Product Confidence & Curiosity: Explains product details simply and accurately

• Ownership & Accountability: Reliable, thorough, and high service standards

• Growth Mindset: Welcomes feedback and continuous improvement

• Digital Proficiency: Skilled in CRMs, systems, and multi-channel tools

CV Tips for the Role

• Highlight previous customer support experience, especially in tech, fintech, or high-growth companies

• Emphasize problem-solving achievements and multi-channel support

• Show examples of customer relationship management and escalation handling

• Include technical proficiency in CRMs, support tools, and digital platforms

• Showcase adaptability, collaboration, and ownership in your past roles

Why Join Yoco

• Opportunity to work with a fast-growing fintech company shaping commerce in Africa

• Hybrid work environment balancing office and remote days

• Collaborative, dynamic, and inclusive culture

• Professional growth through exposure to multi-channel support and operational insights

• Contribute to a company mission that empowers small businesses and drives equality

Company Policy

Yoco is committed to diversity, equity, and inclusion. Applicants from all backgrounds are encouraged to apply. Please submit your application in English and leave out personal identifiers such as photo, age, or address to reduce unconscious bias.