Customer Operations Manager

Who you are

• 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 be interact with customers across international time zones
• English and Mandarin fluency is required

What the job involves

• The ideal candidate will be responsible for ensuring smooth operations and exceptional customer service for our clients. This role requires a combination of analytical skills, communication skills, some technical knowledge - or ability to learn - and a dedication to providing top-notch support with a fintech environment
• 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

Benefits

• 25 days of holiday per year that increases to 27 after two years of service
• +1 bonus day per year to be taken on an occasion of your choosing
• Remote first and flexible working, with an option to work from our office in a WeWork in Shoreditch (completely optional)
• Enhanced maternity and paternity leave
• £1,000 annual learning and development allowance
• £200 once-off budget to make your home office set-up comfy
• Work from abroad for part of the year (subject to tax laws and customer needs)