At a Glance
- Tasks: Support customers, resolve issues, and guide clients through onboarding with our payment solutions.
- Company: Join Kody, a fast-growing Fintech revolutionising online payments for businesses.
- Benefits: Dynamic team environment, equal opportunity employer, and growth in a rapidly expanding company.
- Other info: Thrive in a fast-paced setting while building relationships and improving processes.
- Why this job: Make a real impact by enhancing client experiences in the exciting payments industry.
- Qualifications: Experience in customer operations, strong communication skills, and fluency in English and Mandarin.
The predicted salary is between 36000 - 44000 £ per year.
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.
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 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.
Customer Operations Manager (Chinese Speaking) employer: Kody
Kody is an excellent employer for HR professionals looking to make a significant impact in a fast-paced environment. With a focus on employee growth and a collaborative culture, Kody offers competitive compensation and values the contributions of its team members. Joining Kody means being part of a dynamic and innovative team that is expanding its footprint across the UK and EU, providing unique opportunities for professional development and meaningful work.
