Customer Operation Manager

Kody is a pioneering fintech company dedicated to revolutionizing payment solutions for brick-and-mortar businesses. With a strong presence in multiple regions, we are committed to delivering seamless and innovative financial experiences for our customers.

Position Overview:

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:

• Customer Support: Serve as the primary point of contact for customer enquiries, providing timely and accurate responses
• Issue Resolution: Investigate and resolve client issues, escalating complex matters to the appropriate team members when necessary and ensuring prompt resolution.
• Onboarding Assistance: Assist clients with the onboarding process, guiding them through the setup and implementation of our payment solutions, and addressing any technical or operational challenges
• Training and Education: 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
• Documentation and Reporting: 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.
• Relationship Management: Cultivate strong relationships with clients understanding their unique needs and preferences, and proactively identifying opportunities to enhance their experience with our company.
• Process Improvement: Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to streamline processes and enhance efficiency
• Compliance and Risk Management: Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to established procedures and protocols
• Networking and Sales: 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. Communication is vital for this role.
• 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 be interact with customers across international time zones.
• English fluency is required. Mandarin is a bonus.

Benefits

Why Join Kody?

• 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.

Equal Opportunity Employer:

Kody is committed to diversity and inclusion in the workplace. We welcome applications from all qualified individuals, regardless of race, ethnicity, gender, sexual orientation, age, disability, or veteran status