Customer Operations Manager (Chinese Speaking)
Serve as a primary contact for customer enquiries, resolve or escalate client issues, guide customers through onboarding and payment-solution implementation, deliver training, document interactions, report on client trends, build client relationships, improve processes, and follow compliance procedures.
Responsibilities
- Serve as a primary point of contact for customer enquiries
- Investigate and resolve client issues and escalate complex matters
- Assist clients with onboarding and payment-solution implementation
- Conduct training sessions and provide educational resources to clients
- Maintain records of client interactions, resolutions, and feedback
- Generate reports on client activity and trends
- Cultivate client relationships and identify opportunities to improve their experience
- Collaborate on operational process improvements
- Ensure compliance with regulatory requirements and internal policies
- Create contacts and opportunities in the payments industry
Requirements
- Experience in product support, client success, customer success, account management, or customer operations
- Strong interpersonal and communication skills
- Problem-solving skills and attention to detail
- Experience resolving customer issues and escalations in a payment processing environment
- Ability to thrive in a fast-paced environment and adapt to changing priorities
- Commitment to exceptional service
- Proficiency in Google Workspace, Microsoft software, and CRM software
- HubSpot proficiency preferred
- Ability to interact with customers across international time zones
- Fluency in English and Mandarin
Benefits
- Be part of a dynamic and innovative team in a rapidly growing company