Senior Manager, Customer Service
Who We Are
At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.
OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.
- Overseas customer service day-to-day operations and responsible for service delivery metrics.
- To develop strategic CS workflow, business standards, management system, and incentive policies of customer service operations to improve operational capacity.
- Continuously improve the level of service, focus on customer feedback and solution processes, while complementing customer journey on our platform.
- Develop and drive capability and operational excellence and monitor team efficiency and effectiveness.
- Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could include product enhancement, operational process improvement, etc.
- Identify and resolve process bottlenecks and inefficiencies through digital/innovative solutions.
- Ensure compliance with regulatory requirements and operational procedures.
What We Look For In You:
- Bachelor’s degree or relevant experience of at least 5 years of customer service operations & shared service background is a plus.
- Fluency (Verbal & Written) in English & Mandarin (as to liaise with Mandarin speaker members)
- Experience leading large (>100 members) and diverse teams.
- Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.
- Ability to work in a cross-functional environment and to lead complex operational initiatives.
- Strong analytical skill paired with the ability to delegate tasks effectively, in achieving common goals. Ready to provide hands-on assistance to the team when needed.
- Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
- Proven experience and knowledge in effective hiring, training, coaching, and people management practices
Nice to Have
- MBA or experience in setting/scaling up operations teams in new geolocations.
- Familiarity with cryptocurrency and/or finance-technology industry.
- Familiarity with the ISO standards relevant to our industry, leading or significantly contributing to developing and implementing the necessary policies and procedures.
- COPC, Six Sigma or other form of certification related to operations excellence.
- Experience and flexibility working with diversified teams across global offices and time zones.
Benefits & Perks:
- Annual Leaves
- Meal Allowance
- Yearly Performance Bonus
- Monthly Teambuilding
- Training & Wellness Subsidy
- Insurance Coverage for Employees & Dependants
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