Job Description

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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.

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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 touch points. 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.

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About the role

As an Operational Excellence Specialist, you will support continuous improvement and process design efforts across Customer Operations. You'll identify inefficiencies, design and implement scalable processes, and contribute to cross-functional projects that improve process clarity, customer experience, and team performance. This role goes beyond analysis and recommendations--you'll take ownership of implementing improvements and developing end-to-end processes for products and services, helping us scale with simplicity, speed, and impact.

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What you will be doing

Lead or contribute to process improvement initiatives--from quick wins to scalable fixes--by identifying inefficiencies, co-designing solutions, and coordinating implementation efforts. Take ownership of improvements within Customer Operations, and contribute as a cross-functional partner on broader initiatives to enhance customer experience and operational effectiveness. Assist in the design and implementation of end-to-end operational processes for new products, services, and GTM initiatives, ensuring smooth adoption and readiness across Customer Operations. Map and document current workflows, handovers, and SOPs. Maintain essential, and handover non-essential, process visuals, RACI charts, and procedural templates, ensuring clarity and accessibility for all teams. Lead or co-facilitate retrospectives and workshops that drive insight into root causes of operational challenges and unlock systemic improvements. Track the impact of implemented changes on key metrics (e.g. AHT, FCR, CSAT where applicable) and help close the loop through feedback, data, and follow-up adjustments to ensure sustained adoption and effectiveness. Contribute to building team playbooks, service blueprints, and operational standards, ensuring consistent best practices and shared knowledge across Customer Operations.
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About you

Qualifications:

Bachelor's degree or equivalent in Engineering / Accounting / Data & Analytics, Business, Operations, or a related field is preferred Lean or CI certification is a plus

Experience:

4 years of experience as a Customer Experience Specialist, Quality Assurance (QA), internal support, process management, or an enablement role, preferably in a fast-paced environment (e.g. FinTech, e-commerce, or tech platforms). Demonstrated experience in gathering feedback, supporting workshops, and contributing to continuous improvement practices. Exposure to Lean or CI methodologies (formal or informal).

Skills:

Strong curiosity and a natural process-oriented thinking approach, with an eye for detail and efficiency. Clear and concise communication skills, comfortable articulating ideas and working collaboratively across diverse teams. Ability to support problem-solving through data collection and analysis. Proactive and collaborative mindset; comfortable surfacing issues and proposing solutions. Familiarity with operational tools such as Notion, Miro, Asana, and Jira is beneficial. Data driven experience and decision making

Attributes:

Customer-Centric:

A genuine passion for improving the customer experience and understanding how processes impact customer outcomes.

Adaptable & Proactive:

Eager to learn, comfortable navigating ambiguity, and capable of taking initiative to identify and support improvements.

Collaborative Team Player:

Thrives in a dynamic environment, working effectively with cross-functional teams to achieve shared goals.
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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.