Customer Operation Manager
Kody Technolab Pvt. Ltd.
full-time
Posted on:
Location Type: Hybrid
Location: Denver • Colorado • United States
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Tech Stack
About the role
- Act as the primary liaison for customer inquiries, delivering timely and accurate responses.
- Investigate customer challenges, resolve issues proactively, escalate complex cases when needed, and ensure swift resolution.
- 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.
- Conduct training sessions and provide educational materials so that clients fully understand our products and services, empowering them to use our platform effectively.
- 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.
- 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.
- Collaborate with cross‑functional teams to identify opportunities for operational improvement and implement solutions to streamline workflows and boost efficiency.
- Ensure adherence to regulatory requirements and internal policies, and mitigate risk by following established procedures and protocols.
- Stay active within the payments industry, build contacts and create opportunities that support future growth.
Requirements
- 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.
Benefits
- Employer-contributed pension scheme
- Medical Insurance
- Regular team socials and events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Product SupportCustomer SuccessClient SuccessAccount ManagementCustomer OperationsAnalytical skillsProblem-solvingAttention to detailPayment processing experience
Soft skills
Interpersonal skillsCommunication skillsProactive mindsetAbility to build rapportAdaptabilityCommitment to serviceClient relationship management