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.
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 enquiries, providing timely and accurate responses. You will investigate and resolve client issues, escalating complex matters when necessary. You will assist clients with onboarding, guiding them through setup and implementation of payment solutions. You will conduct training sessions and provide educational resources to help clients understand our products and services. You will maintain records of client interactions and generate reports on client activity and trends. You will build strong relationships with clients, understanding their needs and identifying opportunities to enhance their experience. You will collaborate with cross-functional teams to improve processes and enhance efficiency. You will ensure compliance with regulatory requirements and internal policies. You will also network within the payments industry to create opportunities for future growth.
Requirements
- Experience in Product Support, Client Success, Customer Success, Account Management or Customer Operations
- Strong interpersonal skills with ability to communicate effectively in multiple languages
- Excellent problem solving abilities with attention to detail
- Ability to thrive in a fast-paced, dynamic environment
- Commitment to delivering exceptional service
- Proficiency in Google WorkSpace/Microsoft, CRM software (HubSpot preferred) and Intercom
- Ability to interact with customers across international time zones
- English fluency required; Mandarin is a bonus
Responsibilities
- Serve as the primary point of contact for customer enquiries
- Investigate and resolve client issues, escalating complex matters when necessary
- Assist clients with onboarding and implementation of payment solutions
- Conduct training sessions and provide educational resources to clients
- Maintain records of client interactions and generate reports on client activity and trends
- Cultivate strong relationships with clients
- Collaborate with cross-functional teams to improve processes
- Ensure compliance with regulatory requirements and internal policies
- Network within the payments industry to create opportunities for growth
Benefits
- Competitive compensation package
- Equity available
- Learning and Development Opportunities
- Frequent team events and socials