As the Customer Operation Manager at Kody, you will be the engine that ensures seamless operations and exceptional customer experiences. You will need strong analytical mindset, excellent communication skills, a technical aptitude (or the ability to learn quickly), and a passion for enabling clients in a fintech environment.

Key Responsibilities

Client Support

Act as the primary liaison for customer inquiries, delivering timely and accurate responses.

Issue Management

Investigate customer challenges, resolve issues proactively, escalate complex cases when needed, and ensure swift resolution.

Onboarding Enablement

Lead the onboarding process for clients, guiding them through setup and implementation of our payment solutions, and addressing any technical or operational issues that arise.

Training & Enablement

Conduct training sessions and provide educational materials so that clients fully understand our products and services, empowering them to use our platform effectively.

Documentation & Analytics

Keep detailed records of client interactions—including inquiries, solutions, and feedback—and produce reports on customer activity and trends to drive insights and process improvements.

Relationship Development

Build and strengthen relationships with clients, gain a deep understanding of their unique needs and preferences, and proactively identify ways to enhance their experience with our company.

Process Optimization

Collaborate with cross-functional teams to identify opportunities for operational improvement and implement solutions to streamline workflows and boost efficiency.

Compliance & Risk Oversight

Ensure adherence to regulatory requirements and internal policies, and mitigate risk by following established procedures and protocols.

Industry Engagement

Stay active within the payments industry, build contacts and create opportunities that support future growth.

Requirements

Qualifications & Requirements

• Proven experience in Product Support, Customer Success, Client Success, Account Management, or Customer Operations.
• Excellent interpersonal and communication skills, able to build rapport with clients and internal stakeholders; multilingual ability is a plus.
• Strong analytical and problem-solving abilities, attention to detail, and a proactive mindset in handling customer issues and escalations—experience in a payment processing environment is highly valued.
• Ability to thrive in a fast-moving, dynamic environment and adapt to shifting priorities.
• A commitment to delivering exceptional service and exceeding client expectations.
• Proficiency with Google Workspace or Microsoft Office, CRM software (HubSpot preferred), and Intercom.
• Comfortable interacting with customers across international time zones.

Benefits

• Employer-contributed pension scheme
• Regular team socials and events
• Brand-new office space located in the heart of Shenzhen

XML job scraping automation by YubHub

As the Customer Operation Manager at Kody, you will be the engine that ensures seamless operations and exceptional customer experiences. You will need strong analytical mindset, excellent communication skills, a technical aptitude (or the ability to learn quickly), and a passion for enabling clients in a fintech environment.

Key Responsibilities

Client Support

Act as the primary liaison for customer inquiries, delivering timely and accurate responses.

Issue Management

Investigate customer challenges, resolve issues proactively, escalate complex cases when needed, and ensure swift resolution.

Onboarding Enablement

Lead the onboarding process for clients, guiding them through setup and implementation of our payment solutions, and addressing any technical or operational issues that arise.

Training & Enablement

Conduct training sessions and provide educational materials so that clients fully understand our products and services, empowering them to use our platform effectively.

Documentation & Analytics

Keep detailed records of client interactions—including inquiries, solutions, and feedback—and produce reports on customer activity and trends to drive insights and process improvements.

Relationship Development

Build and strengthen relationships with clients, gain a deep understanding of their unique needs and preferences, and proactively identify ways to enhance their experience with our company.

Process Optimization

Collaborate with cross-functional teams to identify opportunities for operational improvement and implement solutions to streamline workflows and boost efficiency.

Compliance & Risk Oversight

Ensure adherence to regulatory requirements and internal policies, and mitigate risk by following established procedures and protocols.

Industry Engagement

Stay active within the payments industry, build contacts and create opportunities that support future growth.

Requirements

Qualifications & Requirements

• Proven experience in Product Support, Customer Success, Client Success, Account Management, or Customer Operations.
• Excellent interpersonal and communication skills, able to build rapport with clients and internal stakeholders.
• Strong analytical and problem-solving abilities, attention to detail, and a proactive mindset in handling customer issues and escalations—experience in a payment processing environment is highly valued.
• Ability to thrive in a fast-moving, dynamic environment and adapt to shifting priorities.
• A commitment to delivering exceptional service and exceeding client expectations.
• Proficiency with Google Workspace or Microsoft Office, CRM software (HubSpot preferred), and Intercom.
• Comfortable interacting with customers across international time zones.

Benefits

• Employer-contributed pension scheme
• Medical Insurance
• Regular team socials and events

XML job scraping automation by YubHub