Customer Operation Manager
You will serve as the primary point of contact for customer inquiries and issues, guide clients through onboarding and technical setups, run training sessions and create educational materials, maintain detailed documentation of interactions and workflows, collaborate with cross-functional teams to improve processes, ensure regulatory compliance, analyze customer feedback to recommend improvements, and build strong client relationships.
Responsibilities
- Serve as the main point of contact for customer inquiries and issues
- Manage onboarding processes and guide clients through setup and technical implementations
- Conduct training sessions and develop educational materials
- Maintain detailed documentation of customer interactions and operational workflows
- Collaborate with cross-functional teams to optimize processes and improve satisfaction
- Ensure compliance with relevant regulations and company policies
- Analyze customer feedback and trends to recommend improvements
- Build and nurture strong relationships with clients
Requirements
- Proven experience in customer operations, client success, account management, or related roles in fintech or payment processing
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities with attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Familiarity with CRM tools such as HubSpot and communication platforms like Intercom
- Proficiency in Microsoft Office or Google Workspace
- Willingness to collaborate across different time zones and cultural contexts
- Passion for delivering exceptional customer service and continuous improvement
Benefits
- Access to HKD10000 per year for learning and development
- Comprehensive health insurance (medical and dental)
- Team social events and team building opportunities
- New office space in Admiralty (close to MTR)
- Competitive performance bonus