Merchant Success Consultant Customer Operations • Cape Town (South Africa)

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, understanding their needs, wants and pain points to surface key findings
• Campaign Leadership : Execute on experimentation or campaign needs in complete alignment with the standard operating procedure
• Feedback Loop : Present 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 to achieve growth goals
• Experimental responsibility : Identify upsell and cross-sell opportunities aligned to customer needs, bringing perspectives forward as experimentation ideas
• Champion Excellence : Maintain a 90%+ QA score, exceeding targets and providing a referable customer experience (85% CX on chats & 4 / 5 CSAT)
• Collaborate & Amplify : Work cross-functionally, celebrate wins, and ensure customer learnings translate into team and company impact
• Demonstrating the Yoco Talent Profile : Showcasing openness to explore boldly, daily connection to peers, teams, leaders and to the customer while demonstrating dedication to your craft in a relentlessly effective way

About you

The people we’re looking for

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.

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