Customer Operation Manager (HK)

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