Customer Operations Manager

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Company Description

Kody is an exciting and fast-growing Fintech, revolutionising the landscape of brick-and-mortar businesses by offering seamless payment solutions. Specialising in the hospitality industry, Kody is committed to expanding its technology to various sectors in the future.

Working in close collaboration with our clientele from inception. Backed by significant investments from renowned tech entities and major hospitality chains, Kody's visionary leadership seeks individuals with ambition and initiative to embark on this extraordinary journey. As we scale our business and introduce new products to the market, we invite passionate individuals to join our team.

Job Description

As a pivotal member of our team, you will play a crucial role in Kody's growth by delivering exceptional onboarding experiences to our esteemed clientele. Your primary responsibility will be to ensure seamless integration and utilisation of our payment solutions by our customers, fostering quick and effective engagement.

We seek individuals who thrive in client-facing roles, demonstrate adaptability and resourcefulness, and possess a strong interest and/or background in the hospitality and payment industries. Given the nature of the role, regular travel will be required, with all expenses covered by the company. However, when not engaging with customers in person, this role will transition to a fully remote position, with occasional team gatherings.

Key Responsibilities

- Facilitate remote onboarding sessions via video/voice calls, guiding customers through the onboarding process.

- Conduct product tours and provide training sessions to customers, ensuring proficient usage of our solutions.

- Offer timely support to customers, addressing technical issues and accommodating last-minute requests to expedite their go-live process.

- Act as a liaison between customers and our Product and Tech teams, conveying customer feedback and advocating for new features.

- Collaborate closely with Product and Tech teams to resolve bugs and enhance product functionality.

- Provide technical support to merchants, including after-hours and occasional weekend assistance.

Desired Qualifications

- Minimum of 2 years of experience in customer onboarding or account management roles.

- Demonstrated resourcefulness and problem-solving skills in fast-paced environments.

- Ability to work autonomously while knowing when to escalate issues or seek assistance.

- Proficiency in multitasking and prioritising tasks based on business requirements.

- Excellent commercial acumen and communication skills.

- Strong team player with a knack for fostering internal and external relationships.

- Willingness to travel as needed

- Tech-savvy with a driver's licence and access to personal transportation (desirable).

Benefits

Competitive base salary + OTE

Remote-first and flexible working.

Annual £1,000 learning and development allowance on training related to your role

£200 to spend on furniture to make your workplace comfy. Your laptop will of course be covered by Kody separately

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 certain length of service