Customer Operation Manager

Company Overview

Kody is a UK‑headquartered fintech startup, currently recruiting for the role of Customer Operations Manager to join our expanding team in the US. We are committed to transforming payment solutions for brick‑and‑mortar businesses (especially in the hospitality sector) through our innovative mobile point‑of‑sale platform and payment aggregator. With new funding from top‑tier tech investors and leading hotel brands, we are poised to embark on an exciting growth journey.

The position is hybrid based in Denver, the US.

As the Customer Operations Manager, you will be the engine that ensures seamless operations and exceptional customer experiences. You will need a 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.

• Client Support:
  Act as the primary liaison for customer inquiries, delivering timely and accurate responses.
• Issue Management:
  Investigate customer challenges, resolve issues proactively, and elevate complex cases when needed to 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.

• 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 (Hub Spot preferred), and Intercom.
• Comfortable interacting with customers across international time zones.

• Employer‑contributed pension scheme.
• Medical Insurance.
• Regular team socials and events.