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:

• 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.

• 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