Customer Operations Manager (Chinese Speaking)

Kody; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Kody is a fast-growing Fintech in London delivering online payments and financial services to brick-and-mortar businesses. We are seeking a Customer Operations Manager to lead the customer experience as we scale.

You will own onboarding, support, issue resolution, and process improvements across a global client base, partnering with product, sales, and compliance. English and Mandarin fluency are required to engage with diverse clients.

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, in multiple languages.
• Excellent problem solving abilities, with a keen attention to detail and a proactive approach to resolving customer issues in a payments environment.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Responsibilities

• Serve as the primary point of contact for customer enquiries, providing timely and accurate responses.
• Investigate and resolve client issues, escalating complex matters when necessary and ensuring prompt resolution.
• Assist clients with onboarding, guiding setup and implementation of our payment solutions.
• Conduct training sessions and provide educational resources to clients to ensure they understand our products.
• Maintain records of client interactions and generate reports on activity and trends.
• Cultivate strong relationships with clients and identify opportunities to enhance their experience.
• Collaborate with cross-functional teams to identify operational improvements and implement solutions.
• Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to procedures.

Skills

Customer Success

Multilingual

CRM (HubSpot)

Onboarding

Data-driven

Tools

HubSpot

Google Workspace

Job description

Company Overview:

Kody is a fast-growing Fintech specialising in bringing online payments and better financial services to brick and mortar businesses. Having completed Series A funding, Kody needs a Customer Operations Manager to match its pace and growth to join our Customer team in London.

The ideal candidate will be responsible for ensuring smooth operations and exceptional customer service for our clients. This role requires a combination of analytical skills, communication skills, some technical knowledge - or ability to learn - and a dedication to providing top‑notch support with a fintech environment.

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 and CRM software (HubSpot preferred)
• Ability to be interact with customers across international time zones.
• English and Mandarin fluency is required

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

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.