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Kody · 13 hours ago

Customer Operation Manager

Denver, CO

Full-time

Hybrid

Mid Level

Kody is a UK-headquartered fintech startup committed to transforming payment solutions for brick-and-mortar businesses through an innovative mobile point-of-sale platform. They are seeking a Customer Operations Manager to ensure seamless operations and exceptional customer experiences, focusing on client support, issue management, and relationship development.

E-CommerceFinTechMobile PaymentsPoint of SaleRetail Technology

Responsibilities

Client Support: Act as the primary liaison for customer inquiries, delivering timely and accurate responses

Issue Management: Investigate customer challenges, resolve issues proactively, escalate complex cases when needed, and ensure swift resolution

Onboarding Enablement: Lead the onboarding process for clients, guiding them through setup and implementation of our payment solutions, and addressing any technical or operational issues that arise

Training & Enablement: Conduct training sessions and provide educational materials so that clients fully understand our products and services, empowering them to use our platform effectively

Documentation & Analytics: Keep detailed records of client interactions—including inquiries, solutions, and feedback—and produce reports on customer activity and trends to drive insights and process improvements

Relationship Development: Build and strengthen relationships with clients, gain a deep understanding of their unique needs and preferences, and proactively identify ways to enhance their experience with our company

Process Optimization: Collaborate with cross‑functional teams to identify opportunities for operational improvement and implement solutions to streamline workflows and boost efficiency

Compliance & Risk Oversight: Ensure adherence to regulatory requirements and internal policies, and mitigate risk by following established procedures and protocols

Industry Engagement: Stay active within the payments industry, build contacts and create opportunities that support future growth

Qualification

Customer SuccessAnalytical SkillsPayment Processing ExperienceCRM Software (HubSpot)Google WorkspaceMicrosoft OfficeCustomer InteractionInterpersonal SkillsProblem-SolvingAdaptability

Required

Proven experience in Product Support, Customer Success, Client Success, Account Management, or Customer Operations

Excellent interpersonal and communication skills, able to build rapport with clients and internal stakeholders. Communication is a key success factor in this role

Strong analytical and problem‑solving abilities, attention to detail, and a proactive mindset in handling customer issues and escalations

Ability to thrive in a fast‑moving, dynamic environment and adapt to shifting priorities

A commitment to delivering exceptional service and exceeding client expectations

Proficiency with Google Workspace or Microsoft Office, CRM software, and Intercom

Comfortable interacting with customers across international time zones