Customer Operation Manager
You will serve as the primary contact for customer enquiries and provide timely, accurate support. You will investigate and resolve client issues, escalate complex matters, and assist clients through onboarding and implementation of payment solutions. You will deliver training and educational resources, document client interactions, prepare activity reports, and build strong client relationships. You will identify process improvements with cross-functional stakeholders, follow regulatory and internal procedures, and develop payments-industry contacts and opportunities.
Responsibilities
- Serve as the primary point of contact for customer enquiries and provide timely, accurate responses.
- Investigate and resolve client issues, escalating complex matters when necessary.
- Assist clients with onboarding, setup, and implementation of payment solutions.
- Conduct client training sessions and provide educational resources.
- Maintain records of client interactions, resolutions, and feedback.
- Generate reports on client activity and trends.
- Build client relationships and identify opportunities to improve their experience.
- Collaborate with cross-functional teams to improve and streamline operational processes.
- Ensure compliance with regulatory requirements and internal policies.
- Develop contacts and opportunities in the payments industry.
Requirements
- Experience in product support, client success, customer success, account management, or customer operations.
- Strong interpersonal and multilingual communication skills.
- Problem-solving ability and attention to detail in a payment processing environment.
- Ability to adapt to changing priorities in a fast-paced environment.
- Proficiency with Google Workspace, Microsoft tools, CRM software, and Intercom.
- Ability to interact with customers across international time zones.
- Fluent English; Mandarin is a bonus.
Benefits
- Equity available.
- Learning and development opportunities.
- Frequent team events and socials.