Customer Operation Manager

Company Overview:
Kody is a UK-headquartered fintech startup, currently recruiting for the role of Customer Operations Manager to join our expanding team in Shenzhen.

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 based in Shenzhen.

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; multilingual ability is a plus. 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.

Benefits

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