Relationship Manager, Customer Success Manager, Customer Operations Manager

Customer Success / Relationship Manager / Customer Operations Manager
Company Overview:
Kody, a fast-growing Fintech specialising in bringing online payments and better financial services to brick and mortar businesses, is seeking an experienced Manager to join the team. Having completed Series A funding, Kody needs a dynamic individual to match its pace and growth.

Position Overview:
We are seeking a detail-oriented and proactive person 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 skills, some technical knowledge - or ability to learn - and a dedication to providing top-notch support to our valued clients. This role is likely to requires global travel a couple of times a year. 

Responsibilities:

• Client Support: Serve as the primary point of contact for client 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

English fluency is required. Either Cantonese or Mandarin as a first or second language will also be required.

Requirements: 

• Quantifiable experience in 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 issues
• 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 and able to travel globally throughout the year
• Proficiency in Google WorkSpace / Microsoft and experience with CRM software (HubSpot preferred) 
• Ability to be flexible across time zones

• Pension Plan
• Paid Time Off
• Work From Home
• Training & Development
• Performance Bonus
• Be part of a forward-thinking, innovative fintech team.
• Access to HKD10,000 per year for Learning and Development.
• HKD2,000 ‘Get Comfy’ allowance for items to enhance your work area.
• Competitive salary and benefits package.
• Opportunities for career growth in both customer operations and customer success
• 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.