Customer Operation Manager

About Kody

Kody is an innovative fintech company focused on transforming payment solutions for physical retail businesses. With a growing presence across multiple regions, Kody strives to provide smooth and cutting-edge financial experiences to its clientele.

Role Overview

We are looking for a motivated and detail-focused Customer Operation Manager to join our team. This position is vital in delivering excellent customer service by overseeing operational activities and supporting clients throughout their engagement with Kody.

Key Responsibilities

• Act as the main point of contact for customer questions, ensuring prompt and accurate responses.
• Investigate and resolve client concerns, escalating complex cases appropriately to guarantee timely solutions.
• Assist clients during onboarding by guiding them through setup and implementation of payment solutions, addressing any technical or operational challenges they encounter.
• Conduct training sessions and supply educational materials to empower clients to use our products effectively.
• Keep detailed records of all client interactions including inquiries, resolutions, and feedback; produce reports on client activity and trends to support continuous improvement.
• Develop and maintain strong client relationships by understanding their specific needs and proactively seeking opportunities to enhance their experience with Kody.
• Work collaboratively with internal teams to identify operational inefficiencies and implement improvements for optimized workflows.
• Ensure adherence to compliance and risk management policies by following regulatory requirements and company procedures.
• Engage actively within the payments industry to build networks and create opportunities for future business growth.

Candidate Requirements

• Prior experience in product support, client success, customer success, account management, or customer operations.
• Excellent interpersonal communication skills to build rapport with clients and internal teams, including fluency in multiple languages where applicable; clear communication is critical.
• Strong problem-solving skills, attention to detail, and a proactive stance in resolving customer issues or escalations in payment processing contexts.
• Ability to excel in a fast-paced environment and adjust swiftly to shifting priorities.
• A passion for delivering outstanding service and surpassing client expectations.
• Proficient in Google Workspace, Microsoft Office, CRM systems (HubSpot preferred), and Intercom software.
• Capability to communicate with customers across various international time zones.
• Fluency in English is mandatory; knowledge of Mandarin is advantageous.

Benefits and Inclusion

• Attractive and competitive compensation package.
• Opportunity to contribute to a dynamic, innovative team within a growing company; equity options available.
• Access to learning and development programs plus regular team events and social gatherings.
• Supportive and inclusive workplace culture that values and recognizes your contributions.

Equal Opportunity Statement

Kody is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We encourage applications from all qualified candidates regardless of race, ethnicity, gender, sexual orientation, age, disability status, or veteran status.