Customer Operation Manager

Kody is a pioneering fintech company dedicated to revolutionizing payment solutions for brick-and-mortar businesses.

We are seeking a dynamic and detail-oriented Customer Operation Manager to join our team. This role plays a critical part in ensuring excellent customer experiences by managing operational aspects and supporting clients throughout their journey with Kody.

Responsibilities:

• Serve as the primary point of contact for customer enquiries, providing timely and accurate responses.
• Investigate and resolve client issues, escalating complex matters to the appropriate team members when necessary and ensuring prompt resolution.
• Assist clients with the onboarding process, guiding them through the setup and implementation of our payment solutions, and addressing any technical or operational challenges.
• Conduct training sessions and provide educational resources to clients to ensure they fully understand our products and services, empowering them to utilise our platform effectively.
• Maintain a comprehensive record of client interactions, including inquiries, resolutions and feedback.
• Generate reports on client activity and trends to inform decision-making and improve processes.
• Cultivate strong relationships with clients, understanding their unique needs and preferences, and proactively identifying opportunities to enhance their experience with our company.
• Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to streamline processes and enhance efficiency.
• Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to established procedures and protocols.
• Be active in the payments industry space, creating contacts and opportunities for future growth.

Requirements:

• Experience in Product Support, Client Success, Customer Success, Account Management or Customer Operations.
• Strong interpersonal skills with the ability to communicate effectively and build rapport with clients and internal stakeholders, in multiple languages.
• Excellent problem solving abilities, with a keen attention to detail and a proactive approach to resolving customer issues/escalations within a payment processing environment.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• A commitment to delivering exceptional service and exceeding client expectations.
• Proficiency in Google WorkSpace/ Microsoft, CRM software (HubSpot preferred) and Intercom.
• Ability to interact with customers across international time zones.
• English fluency is required. Mandarin is a bonus.

Benefits:

• Competitive compensation package.
• Be part of a dynamic and innovative team in a rapidly growing company.
• Equity available.
• Learning and Development Opportunities.
• Frequent team events and socials.
• Collaborative, inclusive environment where your contributions are recognised and valued.