Customer Operation Manager, KodyPay
POS platform and payment aggregator
Be an early applicant
POS platform and payment aggregator
21-100 employees
Be an early applicant
21-100 employees
Company mission
To bring online payments to brick & mortar businesses
Role
Who you are
- 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
- 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, CRM software (HubSpot preferred) and Intercom
- Ability to be interact with customers across international time zones
What the job involves
- Kody is a fast-growing Fintech specialising in bringing more advanced payment and other financial solutions to offline businesses
- Having successfully launched in the UK and APAC, Kody needs a Customer Operations Manager to match its pace and growth in the US to better serve our valued local customers
- The ideal candidate will be responsible for ensuring smooth operations and exceptional customer service for our clients
- 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
Our take
Over recent years fintech innovators have been pushing to try and make brick-and-mortar commerce competitively seamless with online shopping. An area of particular focus is payments: how to offer them fast, directly, and hassle-free. KodyPay is one company trying to solve this issue for the hospitality sector.
Kodypay offers hospitality businesses a complete payments solution that aggregates QR, terminal and third party delivery services. By marketing itself as a sole payments provider, KodyPay seeks to displace legacy terminal providers, as well as providing QR web flow products. As such KodyPay offers its customers a simpler and more cost effective means of managing payments.
Sunday, Zapper, Droplet, and FlyPay are among the many companies offering similar services with strong uptake and healthy funding, but KodyPay's all-in-one proposition gives it a vital edge. This is exemplified by healthy Series A funding awarded to KodyPay in 2024 that comes off the back of a reported annualised processing volume nearing $1billion in value.
Steph
Company Specialist at Welcome to the Jungle
Insights
32% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2024
$20m
SERIES A
Nov 2022
$5m
EARLY VC
Total funding: $30.9m
Company benefits
- 25 days of holiday per year that increases to 27 after two years of service
- +1 bonus day per year to be taken on an occasion of your choosing
- Remote first and flexible working, with an option to work from our office in a WeWork in Shoreditch (completely optional)
- Enhanced maternity and paternity leave
- £1,000 annual learning and development allowance
- £200 once-off budget to make your home office set-up comfy
- Work from abroad for part of the year (subject to tax laws and customer needs)
Company HQ
London, UK
Leadership
Yoyo Chang
(CEO & Co-Founder)A Cambridge grad who went on to found IIC Holdings and VC firm Nerd Ventures.
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