About the job
We are dedicated to revolutionizing payment solutions for brick-and-mortar businesses, particularly in the hospitality industry, by leveraging our cutting-edge mobile point-of-sale platform and payment aggregation technology. With recent backing from prominent investors and well-known hotel brands, Kody is on the brink of a remarkable growth chapter.
This position offers a hybrid work arrangement based in Denver, US.
The Role:
As the Customer Operations Manager, you will play a pivotal role in driving operational excellence and delivering outstanding customer experiences. The ideal candidate will possess a strong analytical mindset, exceptional communication skills, a technical inclination (or the eagerness to learn), and a fervent desire to empower clients in the fintech landscape.
Key Responsibilities:
- Client Support: Serve as the main point of contact for customer inquiries, providing prompt and precise responses.
- Issue Management: Identify and resolve customer challenges proactively, escalate complex issues as necessary, and ensure quick resolutions.
- Onboarding Enablement: Facilitate the onboarding journey for clients, assisting with the setup and implementation of our payment solutions while addressing any technical or operational issues.
- Training & Enablement: Deliver training sessions and create educational resources to ensure clients fully leverage our products and services effectively.
- Documentation & Analytics: Maintain comprehensive records of client interactions, including inquiries, solutions, and feedback, and generate reports on customer activity and trends to inform insights and process enhancements.
- Relationship Development: Cultivate and strengthen client relationships, gaining a deep understanding of their needs and preferences, and proactively seeking ways to elevate their experience with our company.
- Process Optimization: Work collaboratively with cross-functional teams to pinpoint opportunities for operational enhancement and implement strategies to streamline workflows, boosting efficiency.
- Compliance & Risk Oversight: Ensure compliance with regulatory standards and internal policies, while proactively managing risks by adhering to established protocols.
- Industry Engagement: Remain actively engaged within the payments sector, establishing connections and creating opportunities that align with our growth objectives.
Qualifications & Requirements:
- Demonstrable experience in Product Support, Customer Service, or a similar role within a fintech or technology-oriented environment.
- Strong analytical skills with the ability to interpret data and drive actionable insights.
- Excellent verbal and written communication abilities, with a knack for building rapport with clients.
- Proficient in using CRM software and other customer support tools.
- A proactive problem solver with a passion for customer satisfaction.
