Merchant Success Consultant - Activation Specialist (3 month fixed term contract)

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.

About the role

Drive early-stage merchant activation by engaging new Yoco merchants within their first 30 days of onboarding, helping them understand and realise value from daily POS usage through Product Catalogue adoption (including products and services). Through proactive outreach, education, and guided enablement (including AI-assisted catalogue creation), you ensure merchants quickly experience the benefits of using Yoco as part of their daily business operations.

You exist to ensure merchants don’t just have a device — they use it meaningfully, early, and often.

What you will be doing

1. Early-Stage Merchant Activation (First 30 Days)

What you will do:

• Proactively contact newly onboarded merchants (within first 30 days of receiving Yoco device)

• Run structured activation conversations via calls, chat, and approved outreach channels

• Introduce the value of daily POS usage and consistent transaction behaviour

• Drive adoption of Product Catalogue as the first step to meaningful POS usage

Success indicators:

• Activation rate within first 30 days

• % of merchants completing catalogue setup

• Increase in early transaction frequency (daily/weekly usage)

• Outreach coverage and engagement adherence (SOP compliance)

2. Product Catalogue Adoption & Enablement

What you will do:

• Guide merchants through creating and using their Product Catalogue (products and services)

• Train merchants on how catalogue setup improves speed, accuracy, and sales tracking

• Use an AI-assisted internal tool to help generate or simplify catalogue creation for merchants

• Reinforce catalogue usage as a core driver of POS value

Success indicators:

• Catalogue creation completion rate

• Catalogue completeness and quality (as per QA rubric)

• Merchant confidence in self-updating catalogue

• Reduction in friction during first transactions

3. Merchant Education & Value Realisation (POS Usage)

What you will do:

• Educate merchants on the benefits of daily POS usage for business growth

• Explain how consistent usage improves tracking, sales insights, and operational efficiency

• Use visuals, simple storytelling, and live examples to demonstrate value

• Invite merchants to weekly online activation demos and walkthrough sessions

Success indicators:

• Attendance rate at weekly demo sessions

• Increase in repeat POS usage post-education

• Merchant understanding and sentiment feedback

• Improved early-stage retention signals

4. Structured Outreach & Campaign Execution (Salesforce-Driven)

What you will do:

• Execute outreach aligned to the Product Catalogue activation campaign in Salesforce

• Follow defined contact strategy, sequences, and engagement SOPs

• Accurately log all interactions, outcomes, and merchant insights in CRM

• Ensure disciplined follow-up and contact persistence where required

Success indicators:

• CRM accuracy and completeness

• Campaign adherence (sequence completion rates)

• Contact rate and connect rate

• Follow-up consistency and SLA adherence

5. Feedback Capture & Activation Learning Loop

What you will do:

• Capture recurring merchant challenges in onboarding and activation

• Identify friction points in catalogue creation or POS adoption

• Feed insights into team rituals and improvement loops

• Support testing of activation messaging, scripts, and AI tooling

Success indicators:

• Quality and consistency of insights logged

• Contribution to activation playbook improvements

• Participation in team experiments and pilots

• Evidence of improved activation outcomes from feedback loops

Success Measures

Performance in this role is measured by:

• 30-day activation rate (primary success metric)

• Product Catalogue adoption and completeness

• Early POS usage frequency (daily/weekly engagement)

• Demo attendance and engagement rates

• CRM hygiene and SOP adherence

• Merchant sentiment and education effectiveness

• Productivity (calls, chats, outreach completion rates)

Important Role Focus (Non-Negotiable)

This role is exclusively focused on activation:

• First 30 days of merchant lifecycle only

• Product Catalogue adoption as the primary behavioural driver

• POS usage education and habit formation

• No broader retention, upsell, or lifecycle ownership outside activation window
  

About you

Capabilities Required

• Customer-first communicator: Explains value simply, clearly, and with empathy

• Activation mindset: Focused on turning setup into real usage behaviour

• Process disciplined: Follows structured outreach and CRM workflows accurately

• Coachable & adaptable: Quickly learns scripts, tools, and evolving activation playbooks

• Detail-oriented executor: Ensures accurate catalogue guidance and CRM logging

• Resilient and persistent: Comfortable with high-volume outreach and repeat engagement

• Educator at heart: Able to teach merchants how to use tools effectively

Skills & Experience

• Experience in customer-facing roles (support, success, telesales, onboarding, or activation)

• Comfortable working in structured, target-driven outreach environments

• Familiarity with CRM systems (Salesforce advantageous)

• Strong phone and digital communication skills

• Ability to explain product value in simple, practical business terms

• Exposure to onboarding, activation, or product adoption journeys is a strong advantage

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.