Customer Operation Manager for payment

Job Description

Kody is seeking a Customer Operation Manager to join our team in Shenzhen, China. As a Customer Operation Manager, you will be responsible for ensuring the smooth operation of our customers' businesses and providing exceptional customer service.

Responsibilities

• Provide timely and accurate responses to customer inquiries as the primary point of contact.
• Investigate and resolve customer issues, escalating complex problems to relevant team members as needed.
• Assist new customers in completing the onboarding process, guiding them through setting up and implementing our payment solutions, and resolving any technical or operational challenges.
• Develop and deliver training courses and provide educational resources to customers to ensure they have a thorough understanding of our products and services, enabling them to effectively utilize our platform.
• Record and document customer interactions, including consultations, solutions, and feedback, generating customer activity and trend reports to inform decision-making and improve processes.
• Build and maintain strong relationships with customers, understanding their unique needs and preferences, and proactively seeking opportunities to enhance their experience with our company.
• Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to simplify processes and increase efficiency.
• Ensure compliance with regulatory requirements and internal policies, mitigating risk through adherence to established procedures and protocols.
• Engage in the payments industry, building connections and creating opportunities for future growth.

Requirements

• Experience in product support, customer success, account management, or customer operations.
• Excellent interpersonal skills, with the ability to communicate effectively with customers and internal stakeholders in multiple languages.
• Strong communication skills are essential for this role.
• Ability to resolve complex problems, focusing on detail, and proactively addressing customer issues in a fast-paced, dynamic environment.
• Commitment to providing exceptional service, exceeding customer expectations.
• Proficiency in Google Workspace/Microsoft, CRM software (preferably HubSpot), and Intercom.
• Ability to interact with customers across international time zones.
• Fluency in English and Cantonese.

Benefits

• Competitive salary and benefits package.
• Opportunity to join a fast-growing company, becoming part of a dynamic and innovative team.
• Frequent team-building activities and social events.

Equal Opportunities Employer

Kody is committed to creating a diverse and inclusive workplace environment. We welcome applications from all qualified individuals, regardless of race, ethnicity, gender, sexual orientation, age, disability, or veteran status.