Portfolio Jobs

Who We Are

Yoco is one of Africa's largest fintech companies, building an ecosystem of intuitive, dynamic payments and business tools. These connected tools are easy to tailor to diverse business needs, enabling brave businesses to do better and grow.

Founded in 2015, we now process over US$3 billion annually for over 400,000 businesses.

We are powered by over 330 people across our three talent hubs in the Netherlands and South Africa. We come from different backgrounds and have different viewpoints, so we can keep building cutting-edge financial tools for growing businesses.

We’re growing fast. With growth comes compelling challenges, which means that if you’re an ambitious problem-solver with big ideas you will be challenged, stimulated, and grow with us at Yoco. You have a passion for doing good. You’re bright and grounded, experimental and brave.

We believe growing together is a commitment and that it means being uncomfortable and overcoming problems, and when faced with such problems seeing opportunities where others see barriers. But we know it’s not for everyone.

We don’t stop pushing, we break things to rebuild, we challenge ourselves, and inspire each other. We’re constantly evolving - and we’re doing it fast.

Be Brave and Grow With Us.

About The Customer Operations Team

Our Customer Operations Group sits at the heart of our merchant experience, orchestrating seamless end-to-end service across multiple touchpoints. This dynamic team manages everything from day-to-day customer support and technical troubleshooting to the complexities of logistics, supply chain management, and KYC verification processes. Working as an integrated unit, they ensure our merchants receive responsive support, timely device deliveries, and smooth onboarding while maintaining compliance with regulatory requirements.

The group serves as a strategic partner across the organisation, collaborating closely with Product teams to surface merchant insights and drive product improvements, partnering with Revenue teams to support merchant growth and retention, and working alongside Engineering to optimise technical solutions. By maintaining these strong cross-functional relationships, Customer Operations not only resolves immediate merchant needs but also contributes to long-term business success through data-driven insights and continuous feedback loops.

About The Role

As Head of Customer Experience Operations Enablement, you'll be the architect behind our customer service delivery, ensuring our teams have the tools, knowledge, and frameworks they need to excel. The ideal candidate is someone who finds excitement in building and optimizing operations, while taking genuine pleasure in developing people and driving organizational change.

You'll need to have a natural instinct for putting customers first in your problem-solving approach and flourish in fast-paced, dynamic environments. Most importantly, you'll need to possess the unique ability to balance big-picture strategic thinking with hands-on tactical execution, making you an invaluable leader to empower our Customer Operations teams and drive service excellence at Yoco.

What You Will Be Doing

• Design and implement comprehensive enablement strategies that prepare our customer-facing teams for success
• Develop data-driven quality assurance programs that elevate our service standards
• Establish robust knowledge management systems that enhance both team efficiency and customer self-service
• Create scalable frameworks for change management and operational readiness
• Build and lead high-performing teams across training, quality, and knowledge management
  
  

About You

• 8+ years in a senior specialist/management Customer Operations, CX or Customer Enablement role, with 5+ years of functional leadership experience
• Relevant Tertiary qualification in Business, Operational Management, Service or CX Design is required
• Proven track record in building and scaling enablement functions (training, quality & knowledge management) in a fast-paced customer operations environments
• Strong strategic thinking combined with a hands-on approach to execution
• Experience with training programs, quality frameworks, and knowledge management systems
• Exceptional stakeholder management and communication skills
• Data-driven mindset with a focus on continuous improvement
  
  

The people we’re looking for

We’re looking for brave people who want to grow. And as Yoco grows we hope they stay with us, long term.

Growing can be a daunting task and it’s not for everyone. We never stop pushing, we break things to rebuild, we challenge ourselves, and inspire each other to push further.

So, who are you? You’re a curious problem-solver with a passion for doing good. You’re bright and grounded, experimental and brave. You play open cards and get stuck in. You’re not afraid of change. You close the loop.

Find Out More About Who We Are Here.

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.

Yoco is one of Africa's largest fintech companies. We enable small businesses to thrive through open commerce.

Founded in 2015, we have helped over 400,000 small businesses across South Africa accept card payments and access capital–often for the first time.

We have over ±350 team members across our key hubs in South Africa and the Netherlands, all working to deliver world class payments and software solutions to small businesses.

We have raised $170M from some of the leading institutional investors in the world such as TPG, Dragoneer, Partech, Velocity, Quona, Raba, 4DX and many more.