Customer Operation Manager

You will serve as the primary point of contact for customer enquiries, providing timely and accurate responses. You will investigate and resolve client issues, escalating complex matters when necessary. You will assist clients with onboarding, guiding them through setup and implementation of payment solutions. You will conduct training sessions and provide educational resources to help clients understand our products and services. You will maintain records of client interactions and generate reports on client activity and trends. You will build strong relationships with clients, understanding their needs and identifying opportunities to enhance their experience. You will collaborate with cross-functional teams to improve processes and enhance efficiency. You will ensure compliance with regulatory requirements and internal policies. You will also network within the payments industry to create opportunities for future growth.

Responsibilities

• Serve as the primary point of contact for customer enquiries
• Investigate and resolve client issues, escalating complex matters when necessary
• Assist clients with onboarding and implementation of payment solutions
• Conduct training sessions and provide educational resources to clients
• Maintain records of client interactions and generate reports on client activity and trends
• Cultivate strong relationships with clients
• Collaborate with cross-functional teams to improve processes
• Ensure compliance with regulatory requirements and internal policies
• Network within the payments industry to create opportunities for growth

Requirements

• Experience in Product Support, Client Success, Customer Success, Account Management or Customer Operations
• Strong interpersonal skills with ability to communicate effectively in multiple languages
• Excellent problem solving abilities with attention to detail
• Ability to thrive in a fast-paced, dynamic environment
• Commitment to delivering exceptional service
• Proficiency in Google WorkSpace/Microsoft, CRM software (HubSpot preferred) and Intercom
• Ability to interact with customers across international time zones
• English fluency required; Mandarin is a bonus

Benefits

• Competitive compensation package
• Equity available
• Learning and Development Opportunities
• Frequent team events and socials