What are the responsibilities and job description for the Customer Operation Manager position at Kody?
Company Overview:
Kody is a UK-headquartered fintech startup, currently recruiting for the role of Customer Operations Manager to join our expanding team in the US.
We are committed to transforming payment solutions for brick-and-mortar businesses (especially in the hospitality sector) through our innovative mobile point-of-sale platform and payment aggregator. With new funding from top-tier tech investors and leading hotel brands, we are poised to embark on an exciting growth journey.
The position is hybrid based in Denver, the US.
The Role:
As the Customer Operations Manager, 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.
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. Communication is a key success factor in this role.
- 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.
- Employer-contributed pension scheme
- Medical Insurance
- Regular team socials and events