Please note that as this is a remote based position, we are open to applications from candidates based throughout the UK and EMEA region.

Yoco is on a mission to help the businesses of tomorrow get started, and get paid – be a part of the team that changes financial services in Africa. Curious. Data-driven. Purposeful. Sound like you? It sounds a lot like us too. We are a fast-growing African technology company made up of over 350 team members globally. All with a bias for boldness, and a passion for simple, progressive solutions.

Founded in 2015, Yoco is now the payments provider for over 200 000 business owners and processes over $2bn annually.

We strive to delight our customers. The Customer Operations teams are on the frontlines, engaging directly with our merchants every day. As Yoco grows, the ways in which we serve our merchants needs to evolve alongside. Data plays a key part in this evolution, infusing processes with intelligence, identifying areas of poor experience and proactively planning for growth, rather than simply reacting to it.

Your objective will be to apply your skills and experience, in collaboration with various teams within the area, in support of building smart, scalable, delightful and data driven operations.

We are looking for a data-driven, structured, analytical thinker to help us drive actionable insights, build out the data capabilities in the Customer Operations space, improve the quality of data, accuracy of reporting and automate repeatable tasks.

You will report directly to the Data Lead within Customer Operations; and your role has the opportunity for collaboration across multiple teams across the company. This role is embedded within the Customer Operations area.

IDEAL CANDIDATE | WHAT YOU WILL BE DOING?

Key Responsibilities:

Develop and automate reporting and self-service data access

Yoco is growing quickly! We aim to continuously improve the quality of our Customer Support and ensure the team is enabled for success. In order to continuously improve the quality of our support interactions it is essential that we begin to use available data to improve our processes and structure our efforts. This role is responsible for defining, building and maintaining dashboards to support the operational management and support team. Once built, it’s important to continuously iterate the analysis based on feedback and usage. Train and develop the support team to analyse and build dashboards themselves using self-service tools - once the data models have been built.

Create insights from data and partner with the support leadership team to create value Beyond creating dashboards and reports, it’s critical to develop insights and hypotheses to identify and explain support trends, agent needs and merchant experience. This is where cross collaboration with teams outside of Operations comes into play.

Build systems and collaborate with the product team to ensure data quality Get deep into the operations team’s current processes to understand the underlying data and the limitations. Create recommendations for process improvements that drive data quality and participate in the implementation of these initiatives with the enablement team.

IDEAL CANDIDATE | WHAT WE ARE LOOKING FOR?

Key requirements:

Background:

• An experienced Data Analyst or Business Intelligence Analyst with a specific focus or interest in operational analytics
• Experience in working in either a growth-focused or technology organisation, ideally working together and collaborating with the customer support and operations teams.  
• Comfortable with a variety of Data Analytics tools and platforms from cloud platform databases (Redshift, Snowflake, BigQuery) with SQL, Python, and front-end tools e.g. Tableau, Power BI, Looker
• A generalist analytical thinker with a strong data foundation.

General Experience:

• 5+ years in a Data or Product Analytics role
• Experience analysing and visualising customer support and operational  performance data.
• Experience working with engineers and data teams to solve complex problems.
• Strong SQL experience

Bonus points/nice to have:

• Experience with Salesforce CRM
• Experience with Looker
• Experience in a Customer Support or Operations data role.

THE YOCO FORMULA - HOW WE CREATE VALUE 

The Yoco formula is a validated approach to work and a set of behaviours that create maximum value for our customers and help us grow.

Core Values - Our way of working to create value & grow

• Stay Connected
• Make Space to Explore
• Keep it Simple
• Master your Craft

Leadership Principles - How we show up, engage & treat each other

• Get to know each other personally
• Say what you think and challenge me directly
• Be courageous and focus forward
• Don’t let ego get in the way 

To support this, we have built a role-based organisation where every individual is given the space to focus and develop their innate strengths. Everyone at Yoco has the opportunity to lead a project and become a specialist, enabling flexibility, collaboration and accountability at all levels. You will be working with a diverse, motivated and skilled team who will continuously stretch you as an individual. To learn more about our culture, go to our #YocoLife page or subscribe to our Exposure Gallery

Join us on a meaningful journey at Yoco, and help enable our merchants to thrive through Open Commerce!

Yoco encourages applicants from diverse backgrounds to apply. Open positions at Yoco are competitive and we often receive high volumes of applicants. If you have not received further updates on your application after three weeks, you’re welcome to request feedback.