Senior Customer Operations Associate
London (or Paris!)
About the role
The Senior Customer Operations Associate will gain valuable experience and have the opportunity to grow their career within Hokodo.
You will act as the primary interface between Hokodo and our customers - merchants that offer Hokodo’s “Buy Now Pay Later” payment option on their websites and buyers choosing Hokodo. You will work closely with other teams such as Payment Operations and Collections to resolve order and payment related issues in a timely and efficient manner. You will also share and implement your ideas for process improvements, develop internal documentation, and contribute to knowledge sharing within the Operations team and the wider company.
Location: We would like you to work from our office in either Paris or London a couple of days per week, joining our team of dedicated professionals and making your mark on the world of B2B e-commerce.
About Hokodo
We’re an international and diverse team of finance, tech, and data science specialists, based in London, Paris and Vilnius, working to modernise B2B payments.
Our B2B Buy Now, Pay Later solution enables merchants to offer credit terms to their business customers instantly, resulting in a 40% average increase in revenue for integrated merchants.
We are scaling rapidly across Western Europe, with a list of stellar clients and recently raised $40 million in Series B investment to support our mission of enabling 1 million businesses to access a better way to pay by 2025.
Join us in our efforts, as we have already made good progress with 50,000+ businesses regularly using Hokodo, but need your support to take us to the next level!
What you’ll be doing - If you get excited by the following, this is the role for you.
Providing support to Hokodo’s customers: Responding to requests for support within agreed SLAs via email and chat
Proactively solving customers’ problems: Finding solutions by investigating issues collaborating closely with other teams
Identifying opportunities to improve our processes: Proposing and implementing process change, and providing input to our Product/Tech roadmap
Communicating in a friendly, positive and professional manner: Ensuring our customers have a great experience when they need assistance from Hokodo
Conducting manual fraud reviews: Reviewing orders flagged by our system and identifying emerging fraud trends
Working on team and cross-functional projects: Leading team projects to improve our processes and customer experience, and representing Customer Operations on cross-functional project teams.
Delivering informative training on our processes: preparing and delivering training to our customers and team members on our operational processes and customer experience.
Who we’re looking for - At Hokodo, we prioritise hiring individuals who share our mission and values, and possess the right attitudes and behaviours for success. While some of the listed requirements may be important, don't worry if you don't meet all of them, we’d still like to hear from you.
Fluent in English and French: you will be supporting our UK and European customers
Customer facing role: two to three years’ experience in a customer facing role
Strong problem solving skills and attention to detail: able to solve problems and evaluate processes
Strong organisational skills and ability to prioritise: able to assess what is urgent and adapt approach, can switch between different tasks
Desire to go above and beyond for customers: motivated to ensure Hokodo delivers an excellent customer experience
Nice to have:
Confidence using web-based applications, systems and tools: We use a range of web-based tools to communicate with our customers and other teams, and to investigate problems.
Fluency in another European language, especially German: We’re an international company and, as we expand, additional languages help us to communicate with all of our customers.
Interview Process
Competency and team fit interview with the Hiring Manager - 45 minutes - Video Call
Case Study - Prepare case study based on brief and present to the Hiring Manager and Frenchspeaking colleague- 60 minutes - Video Call
Meet the CFO - Circa 30 minutes -Video Call
What’s in it for you?
We’re offering the chance to really make a difference to Hokodo and the wider B2B payments and e-commerce industry. The opportunity for personal growth in a fast-moving startup is massive. Your opinion and feedback will be heard and valued. You'll feel a part of a very special team.
We offer a highly competitive salary and benefits package, including share options.
📈 Share Options
🏖️ Holiday entitlement : 25 days, + bank holidays
💆Hoko-Flex: A half day every month to take off when you need it, this adds up to 6 extra days a year!
🎓 Annual Learning and Development budget
✈️ Globetrotter travel policy: Spend up to 60 days abroad each calendar year
🏥 Health Insurance
👶 Enhanced Parental Leave
🌴 Yearly offsites and other company socials: Previously, we have been to Malta & Majorca, as well as regular meetups in London and Paris.
🧓 Pension: (we know this is not really a benefit - but we get asked a lot about pension contributions) Employer contribution of 3% and individual contribution of 5% based on qualified earnings.
Our values
Hokodo is more than a place to work. We're passionate about making our industry better and aren't afraid of the competition. We pride ourselves on our culture of down to earth employees who are always willing to go the extra mile to help each other out!
Own the Outcome - We’re committed to our tasks, and take pride in the outcome. It’s never “not my job”. We are bold, we are brave, and we embrace change in all its forms.
Trust and Build Trust - We are committed to earning and fostering trust through honest communication and deliberate actions. We support our team and value each other’s time, input, and take local decisions where possible.
Never Be Satisfied - We challenge the norms and act boldly, even if it means failing. We are reflective, always learn from our mistakes, and continuously seek feedback and ways to improve. When something’s not quite right, we crave to fix it. We’re open to being challenged, and challenge others openly.
No Passion, No Point - We bring passion and energy to everything we do. We get a lot done, and we have a good time doing it. We take every opportunity to celebrate our hard work, our wins - and some of our failures too!
Be Genuine (No BS) - We are truthful and honest in our actions. We embrace and respect our individuality and encourage people to speak their mind. We are transparent and committed to doing what’s best for each other, our customers and our company. Put simply, we care.
Don’t tick all of the boxes? Neither do we.
We are driven by hiring not only by experience and relevance for the role but also our mission and values, and possess the right attitudes and behaviours for success. We celebrate anything ‘outside of the box’, so if you don’t meet all of the listed tickbox criteria, please do still apply as we’d love to hear from you.
The diversity of our team reflects the diversity of our community and customers. We not only welcome but celebrate diverse communities. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches and listen intently, and we are strongly committed to learning and improving on this as we grow.
