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Kody · 2 months ago

Customer Operation Manager

San Francisco, CA

Full-time

Onsite

Mid Level

Kody is a fast-growing Fintech specializing in advanced payment solutions for offline businesses. The Customer Operations Manager will ensure smooth operations and exceptional customer service, focusing on client onboarding, issue resolution, and process improvement.

E-CommerceFinTechMobile PaymentsPoint of SaleRetail Technology

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

Qualification

Customer Operations ExperienceProblem SolvingCommunication SkillsGoogle WorkSpaceCRM SoftwareCustomer Service CommitmentInterpersonal SkillsAttention to DetailAdaptability

Required

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