Fintech Customer Operations Lead

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

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.