Customer Operations Manager, Kody
+ Equity available
Agentic commerce platform
Open for applications
Agentic commerce platform
21-100 employees
Open for applications
+ Equity available
21-100 employees
Company mission
To bring the ease and optionality of online payments to brick and mortar businesses.
Role
Who you are
- 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
- 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
- English fluency is required. Mandarin/ Cantonese is a bonus
What the job involves
- Customer Support: You'll 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
Salary benchmarks
Our take
Recently, fintech innovators have been pushing to try and make brick-and-mortar commerce competitively seamless with online shopping. One area of focus is payments: how to offer them fast, directly and hassle-free. Kody is here to solve this issue for the hospitality sector.
Kody offers hospitality businesses an agentic commerce platform with embedded payments, which delivers a radically simpler and more cost-effective means of managing payments. Although there is competition in the space, Kody's all-in-one proposition gives it a vital edge.
With its comprehensive offering, Kody seeks to displace legacy POS providers. Strong funding supports it in this goal, enabling the company to pursue further development of its platform and the broadening of its reach.
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: $31m
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 & Founder)A Cambridge grad who went on to found IIC Holdings and VC firm Nerd Ventures.
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