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.RequirementsExperience 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 prioritiesA 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 requiredBenefitsBe 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.
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.
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 and CRM software (HubSpot preferred)
- Ability to be interact with customers across international time zones.
- English and Mandarin fluency is required
Benefits
- 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.
Kody is an exciting and fast-growing Fintech bringing the ease and optionality of online payments to brick and mortar businesses. Today we serve the hospitality industry but there's no limit to where we'll apply our technology in future.Working closely with our customers from day 1, we've developed a new mobile point of sale platform and payments aggregator, enabling businesses to accept a multitude of payment methods through a web and app-based technology platform.We’ve secured funding from leading names in tech investment and major hospitality chains. Kody’s visionary leadership team wants people with ambition and initiative to join us on this remarkable adventure as we scale the business and bring new products to market.
Kody is an exciting and fast-growing Fintech bringing the ease and optionality of online payments to brick and mortar businesses. Today we serve the hospitality industry but there's no limit to where we'll apply our technology in future.
Working closely with our customers from day 1, we've developed a new mobile point of sale platform and payments aggregator, enabling businesses to accept a multitude of payment methods through a web and app-based technology platform.
We’ve secured funding from leading names in tech investment and major hospitality chains. Kody’s visionary leadership team wants people with ambition and initiative to join us on this remarkable adventure as we scale the business and bring new products to market.
