Manage customer operations for a fintech payments company: handle support, issue resolution, onboarding, training, documentation, relationship management, process improvements, compliance, and industry networking to improve client experience.
Company Overview:
Kody is a fast-growing Fintech specialising in bringing online payments and better financial services to brick and mortar businesses. Having completed Series A funding, Kody needs a Customer Operations Manager to match its pace and growth to join our Customer team in London.
The ideal candidate will be responsible for ensuring smooth operations and exceptional customer service for our clients. This role requires a combination of analytical skills, communication skills, some technical knowledge - or ability to learn - and a dedication to providing top-notch support with a fintech environment.
Responsibilities:
- Customer Support: Serve as the primary point of contact for customer enquiries, providing timely and accurate responses.
- Issue Resolution: Investigate and resolve client issues, escalating complex matters to the appropriate team members when necessary and ensuring prompt resolution.
- Onboarding Assistance: Assist clients with the onboarding process, guiding them through the setup and implementation of our payment solutions, and addressing any technical or operational challenges.
- Training and Education: Conduct training sessions and provide educational resources to clients to ensure they fully understand our products and services, empowering them to utilise our platform effectively.
- Documentation and Reporting: Maintain a comprehensive record of client interactions, including inquiries, resolutions and feedback. Generate reports on client activity and trends to inform decision-making and improve processes.
- Relationship Management: Cultivate strong relationships with clients, understanding their unique needs and preferences, and proactively identifying opportunities to enhance their experience with our company.
- Process Improvement: Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to streamline processes and enhance efficiency.
- Compliance and Risk Management: Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to established procedures and protocols.
- Networking and Sales: Be active in the payments industry space, creating contacts and opportunities for future growth.
Requirements
- Experience in Product Support, Client Success, Customer Success, Account Management or Customer Operations
- Strong interpersonal skills with the ability to communicate effectively and build rapport with clients and internal stakeholders, in multiple languages. Communication is vital for this role.
- Excellent problem solving abilities, with a keen attention to detail and a proactive approach to resolving customer issues/ escalations within a payment processing environment.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
- A commitment to delivering exceptional service and exceeding client expectations.
- Proficiency in Google WorkSpace / Microsoft and CRM software (HubSpot preferred)
- Ability to be interact with customers across international time zones.
- English and Mandarin fluency is required
Benefits
- Be part of a dynamic and innovative team in a rapidly growing company
Equal Opportunity Employer:
Kody is committed to diversity and inclusion in the workplace. We welcome applications from all qualified individuals, regardless of race, ethnicity, gender, sexual orientation, age, disability, or veteran status.
Kody London, England Office
London, United Kingdom
Kody Windsor, England Office
24-28 St Leonard Road, Windsor, United Kingdom, SL4 4HH
Similar Jobs
eCommerce • Fashion • Retail • Sales • Wearables • Design
Serves as a Coach brand ambassador by delivering personalized luxury retail experiences, building client relationships, driving individual and team sales, and using POS, clienteling, and social selling tools. Supports store operations through transactions, inventory processing, replenishment, visual merchandising, stockroom organization, and asset protection procedures. Requires flexibility for nights, weekends, holidays, and peak business periods while contributing to a collaborative team environment.
Top Skills:
Clienteling ToolsIpadLaptopMobile PosPosSocial Selling Platforms
Big Data • Food • Hardware • Machine Learning • Retail • Automation • Manufacturing
Plans and executes chemical analysis experiments, establishes analytical methods, validates data, and prepares technical reports and presentations. Ensures data integrity, maintains laboratory standards and equipment, manages assigned project workloads, and collaborates across teams. The role also mentors junior staff and supports laboratory administration while maintaining a safe, organized working environment.
Top Skills:
Analytical InstrumentsChemical Analysis TechniquesLaboratory EquipmentStatistical Software
Fintech • Financial Services
Designs, calibrates, operates, and improves FX execution algorithms across a segregated electronic trading desk. Responsibilities include algorithm parameter tuning, transaction cost analysis, production troubleshooting, venue and liquidity-provider onboarding, client integration, UAT, market-structure research, vendor due diligence, and compliance with best-execution, information-barrier, FCA/PRA, and FX Global Code requirements. The role partners with quantitative, product, technology, sales, and trading teams in a global 24-hour environment.
Top Skills:
Multi-Dealer Trading PlatformsOmsPythonSQLTransaction Cost Analysis
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
