About the role
As a  Customer Ops Associate, you will gain valuable experience and have the opportunity to grow your 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 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 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 and Paris, 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, chat and phone

• 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

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 Spanish: you will be supporting our UK and Spanish 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

• Fluency in another European language, especially French: We’re an international company and, as we expand, additional languages help us to communicate with all of our customers.

• 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.

Interview Process

• Intro, company fit and run through career history with the Talent team - 30-45 minutes - Video Call

• Competency and team fit interview with Izzy, the Hiring Manager - 60 minutes - Video Call

• Case Study - Prepare a case study based on brief and present it to the Hiring Manager and on of our Spanish-speaking colleague - 60 minutes - Video Call

• Meet Sania, our VP Ops - 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.

📈 Shares Options

🏖️ Holiday entitlement : 25 days + bank holidays

🎓 Annual Learning and Development budget

🏥 Health Insurance

🫂 Taking well being seriously: Access to qualified therapist, confidentially via video or chat through Spill

👶 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.

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.