The Customer Operations Manager will ensure smooth operations and provide exceptional service to clients. Responsibilities include client support, issue resolution, onboarding assistance, training, relationship management, process improvement, and compliance management. The role requires international travel and a focus on enhancing the client experience.
We are seeking a detail-oriented and proactive Customer Operations Manager to join our dynamic Operations team. 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 abilities, and a dedication to providing top-notch support to our valued clients. This role requires international travel at least two times a year.
Responsibilities:
- Client Support: Serve as the primary point of contact for client inquiries, 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.
- 2-3 years experience in Customer Success, Account Management or Customer Operations preferred.
- Strong interpersonal skills with the ability to communicate effectively and build rapport with clients and internal stakeholders
- Excellent problem solving abilities, with a keen attention to detail and a proactive approach to resolving issues
- Proficiency in Google WorkSpace / Microsoft and experience with CRM software (HubSpot preferred)
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
- A commitment to delivering exceptional service and exceeding client expectations.
- Must be willing to travel internationally and have a valid passport
- Be part of a forward-thinking, innovative fintech team.
- Access to £1000 per year for Learning and Development.
- Monthly cost-of-living allowance.
- £200 ‘Get Comfy’ allowance for items to enhance your work area.
- Competitive salary and benefits package.
- Opportunities for career growth in both customer operations and office management.
- A collaborative, inclusive environment where your contributions are recognised and valued.
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
Artificial Intelligence • Cloud • Fintech • Professional Services • Software • Analytics • Financial Services
The Senior Customer Success Operations Manager will manage operations for the Customer Success team in EMEA, focusing on driving growth and efficiency through streamlined processes and tools. This role involves working closely with leadership to optimize operational effectiveness and enhance employee engagement, leveraging data and insights while building a capability in resource modeling and customer journeys.
Fintech • Machine Learning • Payments • Software • Financial Services
The Senior Manager - Customer Operations Process Excellence will lead the design, management, and improvement of critical business processes, drive continuous improvement, provide leadership to process area teams, and ensure compliance with regulatory requirements. The role involves monitoring process performance and collaborating with various stakeholders to achieve business objectives.
Industrial • Manufacturing
As a Customer Operations Manager, you will maintain customer relationships, lead the onsite team, manage health and safety standards, drive site success and KPI achievement, and handle customer inquiries and stock management. You will be responsible for continuous improvement initiatives and people management.
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.
