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 be 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 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
Skills Required
- Experience in Product Support, Client Success, Customer Success, Account Management, or Customer Operations
- Strong interpersonal and multi-language communication skills
- Excellent problem solving, attention to detail, and proactive escalation handling in a payment processing environment
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
- Commitment to delivering exceptional customer service
- Proficiency in Google Workspace and Microsoft Office
- Proficiency with CRM software
- Experience with HubSpot
- Experience with Intercom
- Ability to interact with customers across international time zones
- English fluency
- Mandarin language ability
- Knowledge of compliance and risk management in payments
- Networking and sales activity within the payments industry
What We Do
Kody is on a mission to make in-person payment acceptance easy. Today, paying in person presents common problems for businesses, such as high costs, long queues, and limited choice of payment methods. Kody fully integrates the payment ecosystem. This way, businesses can offer customers more control over their payment choices to make transactions quicker and simpler. Founded by a small group of final-year high school students and launched in July 2022, 24-year-old founder Yoyo Chang (CEO) studied at the University of Cambridge & York whilst raising US$10M. Today, Kody's platform is growing to connect millions of end-users with venues all over the world.
