Head of CX Operations Enablement
Yoco
Operations
Cape Town, South Africa · Western Cape, South Africa
Posted on Feb 21, 2025
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 capability and quality, ensuring our customer support teams have the tools, processes, knowledge and competencies they need to excel.
You'll need to be the bridge between customer operations and the many different functions throughout the business that impact customer experience. You will need an in-depth understanding of how to equip a customer support team to excel using effective training programmes, knowledge management and change management frameworks. Importantly, you will need the unique ability to balance big-picture strategic thinking with hands-on tactical execution, making you an invaluable leader to partner with and empower our Customer Operations teams and drive service excellence at Yoco.
What You Will Be Doing
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, 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 capability and quality, ensuring our customer support teams have the tools, processes, knowledge and competencies they need to excel.
You'll need to be the bridge between customer operations and the many different functions throughout the business that impact customer experience. You will need an in-depth understanding of how to equip a customer support team to excel using effective training programmes, knowledge management and change management frameworks. Importantly, you will need the unique ability to balance big-picture strategic thinking with hands-on tactical execution, making you an invaluable leader to partner with and empower our Customer Operations teams and drive service excellence at Yoco.
What You Will Be Doing
- Design and implement comprehensive enablement strategies (training, knowledge management, quality assurance etc) that prepare our customer-facing teams to exceed customer expectations
- 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 a high-performing training, quality, and knowledge management team
- 8+ years in a senior specialist/management role responsible for the enablement functions (Training, Quality, Knowledge Management, Change Management, CX) within a Customer Operations Group, with at least 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 etc) in a fast-paced customer operations environment
- Strong strategic thinking combined with a hands-on approach to execution
- Experience owning the quality and output of training programs, quality frameworks, and knowledge management systems
- Proven track record deploying proven change management programmes in a tech driven business, within the customer operations group
- Exceptional stakeholder management and communication skills
- Data-driven mindset with a focus on continuous improvement
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.