Customer Operations Director

Company Overview
Kody is a fast-growing Fintech specialising in bringing online payments and better financial services to brick and mortar businesses.

Position Overview
We are seeking a detail-oriented and proactive Client Operations Manager 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 abilities, and a dedication to providing top-notch support to our valued clients.

Requirements

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

Requirements

• 2-3 years experience in Customer Success, Account Management or Customer Operations preferred.
• Strong interpersonal skills with the ability to communicate effectively and build rapport with clients and internal stakeholders
• Excellent problem solving abilities, with a keen attention to detail and a proactive approach to resolving issues
• Proficiency in Google WorkSpace / Microsoft and experience with CRM software (HubSpot preferred)
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• A commitment to delivering exceptional service and exceeding client expectations.

Benefits

• Competitive salary and benefits package
• We're a fast growing, exciting company within a rapidly developing industry. You'll be surrounded by super ambitious individuals who think really big.
• Remote-first
• Career growth and development opportunities in a rapidly expanding company.
• A collaborative and inclusive work environment where your contributions are valued and recognized.
• Annual £1,000 learning and development allowance on training related to your role
• £200 to spend on your home office set-up (excluding your laptop, monitor, etc which are already part of the job. This allowance is for making your workplace comfy)
• Every year you'll get 25 days of holiday leave plus an extra day of leave for life events like your birthday or getting married
• Enhanced parental leave once you reach a year of service