Customer Operations Manager (COM)

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 Hong Kong.

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.

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

English fluency is required. Ideally Mandarin with Cantonese as a first/ second language will also be required.

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 issues
• 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 experience with CRM software (HubSpot preferred) 
• Ability to be flexible across time zones

• Access to HKD10,000 per year for Learning and Development.
• Comprehensive health insurance (medical and dental).
• Opportunities for career growth in both customer operations and customer success globally.
• A collaborative, inclusive environment where your contributions are recognised and valued.