Customer Operation Manager (HK)
Kody · Hong Kong
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
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.
Benefits
- 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