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
Projects
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 point of contact for customer inquiries and issues, guide clients through onboarding and technical setups, run training sessions and create educational materials, maintain detailed documentation of interactions and workflows, collaborate with cross-functional teams to improve processes, ensure regulatory compliance, analyze customer feedback to recommend improvements, and build strong client relationships.
Requirements
- Proven experience in customer operations, client success, account management, or related roles in fintech or payment processing
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities with attention to detail
- Ability to manage multiple priorities in a fast-paced 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
Responsibilities
- Serve as the main point of contact for customer inquiries and issues
- Manage onboarding processes and guide clients through setup and technical implementations
- Conduct training sessions and develop educational materials
- Maintain detailed documentation of customer interactions and operational workflows
- Collaborate with cross-functional teams to optimize processes and improve satisfaction
- Ensure compliance with relevant regulations and company policies
- Analyze customer feedback and trends to recommend improvements
- Build and nurture strong relationships with clients
Benefits
- Access to HKD10000 per year for learning and development
- Comprehensive health insurance (medical and dental)
- Team social events and team building opportunities
- New office space in Admiralty (close to MTR)
- Competitive performance bonus