Customer Operation Manager
KodyPay, also known as Kody, offers an all-in-one platform to simplify in-person commerce for businesses. It provides a suite of products including intuitive payment solutions, instant access to funds with the KodyCard, and powerful management and analytics tools. Partnering with Adyen N.V., Kody enables businesses to accept a wide range of payment methods, streamlining operations for both merchants and customers.
Investors
About KodyPay
KodyPay Ltd, registered in England and Wales, provides a comprehensive, all-in-one platform designed to simplify in-person commerce for businesses, particularly in the hospitality and retail sectors. The company's offerings include a suite of intuitive payment solutions such as terminals and online ordering, instant cash access via the KodyCard, and robust management tools with built-in loyalty and analytics features for understanding customer behavior. Through a partnership with financial services provider Adyen N.V., Kody supports a wide array of payment methods, including major credit cards and digital wallets like Apple Pay and Google Pay. The platform aims to enhance profit margins by improving the efficiency of the payment ecosystem, while also emphasizing personal customer service and handling processes like payment management, returns, and Know Your Customer (KYC) checks.
Skills
About the Role
You will serve as the primary contact for customer enquiries and provide timely, accurate support. You will investigate and resolve client issues, escalate complex matters, and assist clients through onboarding and implementation of payment solutions. You will deliver training and educational resources, document client interactions, prepare activity reports, and build strong client relationships. You will identify process improvements with cross-functional stakeholders, follow regulatory and internal procedures, and develop payments-industry contacts and opportunities.
Requirements
- Experience in product support, client success, customer success, account management, or customer operations.
- Strong interpersonal and multilingual communication skills.
- Problem-solving ability and attention to detail in a payment processing environment.
- Ability to adapt to changing priorities in a fast-paced environment.
- Proficiency with Google Workspace, Microsoft tools, CRM software, and Intercom.
- Ability to interact with customers across international time zones.
- Fluent English; Mandarin is a bonus.
Responsibilities
- Serve as the primary point of contact for customer enquiries and provide timely, accurate responses.
- Investigate and resolve client issues, escalating complex matters when necessary.
- Assist clients with onboarding, setup, and implementation of payment solutions.
- Conduct client training sessions and provide educational resources.
- Maintain records of client interactions, resolutions, and feedback.
- Generate reports on client activity and trends.
- Build client relationships and identify opportunities to improve their experience.
- Collaborate with cross-functional teams to improve and streamline operational processes.
- Ensure compliance with regulatory requirements and internal policies.
- Develop contacts and opportunities in the payments industry.
Benefits
- Equity available.
- Learning and development opportunities.
- Frequent team events and socials.
