Customer Operations Manager (Chinese Speaking)

Kody, a fast-growing Fintech, is seeking a Customer Operations Manager to join its Customer team in London. You will be responsible for ensuring smooth operations and exceptional customer service for clients.

Responsibilities:

• Serve as primary point of contact for customer enquiries, providing timely and accurate responses.
• Investigate and resolve client issues, escalating complex matters to team members when necessary.
• Assist clients with onboarding, guiding them through setup and implementation of payment solutions.
• Conduct training sessions and provide educational resources to clients.
• Maintain comprehensive records of client interactions and generate reports on client activity and trends.
• Cultivate strong relationships with clients, understanding their needs and preferences.
• Collaborate with cross-functional teams to identify areas for operational improvement.
• Ensure compliance with regulatory requirements and internal policies.
• 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 ability to communicate effectively in multiple languages.
• Excellent problem-solving abilities with attention to detail.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Commitment to delivering exceptional service and exceeding client expectations.
• Proficiency in Google Workspace/Microsoft and CRM software (HubSpot preferred).
• English and Mandarin fluency required.

Benefits:

• Be part of a dynamic and innovative team in a rapidly growing company.