Yoco

Engineering Manager

• Manage up to 11 engineers across two teams: Merchant Activation and Conversion
• Play a key leadership role in the Acquisition tribe alongside the Product Management lead and Product Design manager
• Accountable for the value the tribe delivers to Yoco merchants
• Report to the Engineering Manager at the tribe leadership level
• Focus on people: retain, grow, and attract talent for engineering teams
• Improve engineering practices and lead initiatives across Engineering
• Ensure timely delivery with industry-leading quality and non-functional requirements (security, performance, availability, maintainability)
• Contribute to technical direction and get technically involved (coding, code reviews) as needed
• Coordinate with external contracting firm currently staffing the Conversion team

Customer Support

• Formulate and implement comprehensive Merchant Success strategies that drive retention, growth, and satisfaction through proactive engagement models and value realisation frameworks
• Lead the transformation of the Customer Support team into a proactive Merchant Success Centre focused on long-term merchant partnerships
• Collaborate cross-functionally with Sales, Product, Marketing, and Tech to ensure a unified approach to merchant satisfaction and success
• Recruit, onboard, mentor, and develop a high-performing team; partner with Enablement to design learning experiences and career pathways
• Oversee daily operations of the Merchant Success Centre, develop scalable processes and tools, and act as escalation point for critical merchant issues
• Monitor KPIs (AHT, FRT, CSAT, NPS, SLAs, QA) and merchant success metrics (retention, churn, activation rates, feature adoption, LTV, expansion revenue); prepare reports and present findings to senior management
• Gather merchant feedback to inform product development, marketing initiatives, and overall business strategy and act as the voice of the merchant within the organisation

Customer Service Manager

Performance Marketing

• Develop, execute, and optimise full-funnel performance strategies across Meta, TikTok, and other relevant platforms
• Translate business and growth objectives into clear, platform-specific strategies and tactics
• Manage budgets, bid strategies, placements, and audience segmentation to drive efficiency and volume
• Maintain platform hygiene and ensure campaign setup aligns with tracking and funnel goals
• Continuously test and optimise campaigns to improve CAC, ROAS, and lead quality
• Monitor performance using Meta Ads Manager, TikTok Ads, Google Analytics, Mixpanel, and Looker Studio
• Deliver actionable insights and performance reports that influence strategy
• Partner with the data team to enhance attribution accuracy and lifecycle analysis
• Brief design and content teams on creative needs and review assets for platform best practices
• Lead creative testing cycles to identify high-performing messaging, formats, and placements
• Stay ahead of algorithm changes, privacy updates, and new ad formats; lead structured tests and evaluate new channels

Engineering Manager

Customer Service Manager

Senior Performance Marketing Specialist