Customer Engagement Champion (VAS)

About Shop2Shop

The ability to make a payment quickly and at a low cost is an underestimated bedrock of our economy in South Africa. Payments are the financial lifeline of every business and individual. We are on a mission to help entrepreneurs participate and prosper in the digital economy by solving their payments challenges.

When you join Shop2Shop, you join a team of people driven by a shared purpose for why we do what we do every day. The experience of collaboration across teams will be unrivalled. The feeling of belonging to a talented team of people will make this your last career stop. You will find a stimulating and challenging smorgasbord of problems to solve with the aim of supporting entrepreneurs in South Africa.

Purpose of Role

The Customer Engagement Champion (Value-Added Services) is responsible for proactively driving the activation, engagement, and ongoing usage of Profit+ and related value-added services.

The role focuses on identifying traders who have registered but are inactive or not transacting, proactively engaging with them to understand and resolve barriers, and supporting them throughout their Profit+ journey. This includes helping traders complete onboarding, understand how to top up their account, start transacting, and remain active over time.

In addition to customer engagement, the role acts as a Profit+ Subject Matter Expert, supporting the wider business through continuous product testing, identifying opportunities for improvement, maintaining accurate knowledge and support content, and sharing relevant product information with Customer Experience teams.

By combining proactive customer follow-up with strong product knowledge and continuous testing, the role helps improve Profit+ activation and retention, strengthen the customer experience, and ensure that internal teams are equipped to support traders effectively.

Location:
Cape Town

You’ll thrive in this role if…

  • You enjoy proactively engaging with customers and helping them get value from a product.
  • You are naturally curious and enjoy understanding how products and systems work.
  • You are comfortable investigating problems and identifying the root cause rather than only resolving the immediate query.
  • You are organised and able to manage high volumes of outbound follow-ups while maintaining accurate records.
  • You enjoy testing new functionality and spotting issues before they negatively affect customers.
  • You are confident sharing knowledge and helping other team members understand products and processes.
  • You pay close attention to detail and are comfortable working across customer engagement, testing, training, and knowledge management.
  • You are solutions-oriented and continuously look for opportunities to improve the customer journey and internal support processes.

What you’ll do

  • Conduct proactive outbound follow-up campaigns with Profit+ traders who have registered but are inactive, have stopped transacting, or require additional support.
  • Engage newly self-registered traders and guide them through the Profit+ onboarding journey, including setup, topping up, and completing their first transactions.
  • Monitor trader activity and proactively follow up where inactivity or changes in transaction behaviour are identified.
  • Work from available activity and reseller reports to identify traders requiring intervention and ensure clear follow-up actions are taken.
  • Build ongoing relationships with Profit+ traders to understand barriers to usage, resolve concerns, and encourage continued engagement with the platform.
  • Act as a Profit+ Subject Matter Expert for the Customer Experience teams by assisting with queries, tickets, escalations, and product-related questions.
  • Monitor current customer queries and ticket trends to identify recurring issues, customer pain points, and opportunities for improvement.
  • Highlight areas where improvements may be required within the Profit+ application, customer journey, or internal resolution processes.
  • Test new APKs, features, fixes, and product changes in QA before release, documenting issues and providing clear feedback to the relevant teams.
  • Conduct continuous testing of the live Profit+ application to ensure key functionality continues to operate as expected after releases and changes.
  • Support regression and user-journey testing to identify issues that may affect customers before they become widespread.
  • Maintain and continuously improve Profit+ Knowledge Base articles, ensuring information remains accurate and aligned with the latest product functionality.
  • Update and improve Zendesk outcomes, macros, support processes, and articles to enable faster and more consistent query resolution.
  • Assist with the creation and maintenance of training material relating to Profit+ and other applicable value-added services.
  • Provide ongoing training, product updates, and information sharing to Customer Experience Champs, ensuring teams understand new functionality, common issues, and correct resolution processes.
  • Share customer feedback, recurring objections, product issues, and usage trends with relevant stakeholders to support continuous product and process improvement.
  • Maintain accurate records of trader engagements, follow-up outcomes, identified issues, testing results, and required actions.
  • Work closely with Product, Tech, Operations, Customer Experience, and other relevant teams to ensure Profit+ customers receive a consistent and well-supported experience.

What you’ll need to make a success…

  • Qualifications and Experience
    • A Matric certificate is required
    • Relevant tertiary qualification in Business, Customer Service, or a related field is advantageous.
    • 1–2 years’ experience in a customer engagement, sales preferably in a fintech, retail, or customer care environment.
    • Experience working with CRM systems and lead tracking tools is preferred.
  • Industry Knowledge
    • Deep understanding of our industry in South
    • Familiarity with regulatory frameworks, pricing dynamics, and competitor landscape.
  • Collaboration & Execution
    • Confident and clear communicator — verbal and written
    • Collaborative mindset, with an ability to align cross- functionally
    • Ability to multitask and manage competing priorities while maintaining attention to detail and accuracy.
    • A customer-first mindset with a proactive approach to problem-solving and client engagement.
  • Growth Mindset
    • Committed to continuous learning and personal
    • Actively seeks feedback, reflects on challenges, and adapts
    • Tech-savvy, with the ability to learn new systems quickly and make data-driven decisions.
    • Sets and tracks personal growth goals in line with business
    • Embraces ambiguity and views obstacles as opportunities to improve.
    • Invested in staying current with industry trends, tools, and strategic thinking.

Click here to apply.