# Customer Operation Manager

**Company**: Kody
**Location**: London
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://jobs.workable.com/view/8RvjqeccAGj3VxjNxPdYeG/customer-operation-manager-in-london-at-kody?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_617fa837-d9d

## Description

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.

## Skills

### Required
- Google Workspace
- Microsoft
- CRM software
- HubSpot
- Intercom
- problem solving
- communication
- relationship management

### Nice to have
- Mandarin

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/8RvjqeccAGj3VxjNxPdYeG/customer-operation-manager-in-london-at-kody?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)