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 <Capital/Payouts/Accelerate> and expanding POS usage <product catalogue>)
• 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 & innovation: Brings fresh perspectives to problem-solving and customer engagement
• Resilience: Maintains energy, positivity, and focus under pressure
• A-player: Is always ready to take on new challenges with enthusiasm in support of their growth
• Attention to detail: The ability to spot patterns without overlooking critical detail, ensuring merchant communication is always accurate and clear with strong maintenance of quality standards.
• Active listener: able to fully engage in conversations, understanding beyond the words, and responding in a way that shows genuine comprehension and care.
• Insights driven: Able to collate customer feedback and surface these learnings in a way that’s well articulated and fully captures the customer voice, needs, pain points and friction areas. This person will be strong at capturing both qualitative and quantitative customer data that can be easily translated into business insights.
• Experimentation mindset: The ability to grasp experimentation parameters and hypotheses, executing on the experimentation goals with the required tailored approach in a way that drives testing success.
• Customer advocacy: Presents oneself as an authentic customer champion, always acting as a custodian of the customer experience and their needs, consistently voicing proposed solutions to key customer problems
• Collaboration and culture focused: Is able to effectively engage with peers, leaders and other teams in a way that positively impacts the overall Yoco culture (a clear ‘multiplier’)
• Proactive nature: Does not wait to be assigned tasks, is naturally enthusiastic and curious about new initiatives or pieces of work. Takes charge to make improvements without being asked.
• Growth focused: Must have the ability to communicate really well over calls to drive enthusiasm and product adoption amongst customers using a consultative selling approach.
• Customer centric critical thinker: Always puts the customer first with the passion to consistently provide a referable customer experience, regularly thinking of ways to improve this experience and calling out any gaps that may impact our ability to do so.
  

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.