Customer Support Consultant

Customer Support Consultant – Fixed Term Contract

Location:

Cape Town, Western Cape, South Africa

Yoco was founded in 2015. We’re the payments provider for over 200,000 self‑employed people and process more than US $3 billion annually. With a global team of 350 people, Yoco is growing fast and always pushing the envelope. We build simple, progressive solutions that unlock economic opportunities for emerging businesses.

As a Customer Support Consultant at Yoco, you will be the front line of communication with our merchants, ensuring timely, empathetic and effective support. You’ll resolve hardware, software and payment queries, co‑create a world‑class customer experience and champion customer insights throughout the business.

• 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 digital and telephonic platforms

• Resolve issues related to product usage, hardware malfunctions, account set‑up 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

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

• 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

• 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

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

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

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

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

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

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

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.

• Need time to switch off? We offer 24 paid leave days annually, plus public holidays, so you can rest, travel or simply handle life.
• Thinking about long‑term security? We'll help you build a strong foundation with contributions to medical aid and gap cover.
• Putting your family first? So do we. We provide paid parental leave for mothers, fathers and adoptive parents, along with family responsibility leave for unexpected emergencies.
• Ready to grow your skills? We provide an annual learning budget for you to invest in courses, conferences or training that will help you advance your career.
• Looking for your community? Find it here. From weekly company gatherings and team outings to employee‑led clubs, we foster a connected culture where everyone belongs.

Seniority level:
Mid‑Senior level |

Employment type:

Full‑time | Job function:
Other