Customer Operation Manager

Kody; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Equity available

Learning and development opportunities

Team events and socials

Job summary

Kody is seeking a Customer Operation Manager to lead client experiences by coordinating onboarding, support, and account management across time zones in a fast-paced fintech environment. You will engage with product, client services, sales and risk teams to optimize processes, implement improvements, and ensure regulatory and policy compliance while driving customer success.

This role offers equity opportunities, learning and development, and a collaborative, inclusive culture where

Qualifications

• 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.
• Excellent problem-solving abilities, with 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.

Responsibilities

• Serve as primary contact for customer enquiries, with timely responses.
• Investigate and resolve client issues, escalating when necessary.
• Assist clients with onboarding and setup of payment solutions.
• Conduct training sessions and provide educational resources to clients.
• Maintain records of client interactions and generate activity reports.
• Cultivate strong client relationships and identify opportunities for improvements.
• Collaborate with cross-functional teams to identify and implement process improvements.
• Ensure compliance with regulatory requirements and internal policies.
• Engage in networking to create growth opportunities.

Skills

Customer operations

Client success

Communication

Problem solving

Multilingual communication

Tools

HubSpot

Intercom

Google Workspace

Microsoft Office

Job description

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 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 with 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.