Customer Operation Manager, Kody
Agentic commerce platform
Open for applications
Agentic commerce platform
21-100 employees
Open for applications
21-100 employees
Company mission
To bring the ease and optionality of online payments to brick and mortar businesses.
Role
Who you are
- 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
- 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. 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
What the job involves
- As the Customer Operations Manager, you will be the engine that ensures seamless operations and exceptional customer experiences
- 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
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.
Salary benchmarks
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