Customer Operation Manager (HK)

About Kody: 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.

Key Responsibilities:

• Serve as the main point of contact for customer inquiries and issues, providing timely and effective solutions
• Manage onboarding processes, guiding clients through setup and technical implementations
• Conduct training sessions and develop educational materials to empower customers
• Maintain detailed documentation of customer interactions and operational workflows
• Collaborate with cross-functional teams to optimize processes and improve customer satisfaction
• Ensure compliance with relevant regulations and company policies
• Analyze customer feedback and trends to recommend improvements and innovations
• Build and nurture strong relationships with clients to foster loyalty and growth

Requirements Requirements:

• Proven experience in customer operations, client success, account management, or related roles in fintech or payment processing
• Excellent communication and interpersonal skills capable of building rapport with diverse clients and internal teams
• Strong analytical and problem-solving abilities with attention to detail
• Ability to manage multiple priorities in a fast-paced and dynamic environment
• Familiarity with CRM tools such as HubSpot and communication platforms like Intercom
• Proficiency in Microsoft Office or Google Workspace
• Willingness to collaborate across different time zones and cultural contexts
• Passion for delivering exceptional customer service and continuous improvement

Benefits

• Health Insurance (Medical and Dental)
• Work in our new office space in Admiralty
• Opportunities for career growth in leadership and strategy
• Collaborative, inclusive environment where your contributions are recognised and valued
• Competitive Performance Bonus