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.

- 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.