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Senior Manager/Director, VIP Service

Kuala Lumpur, Malaysia

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.

About The Opportunity

The VIP Service Leader is responsible for driving a world-class service experience for high-value VIP users across key global markets (e.g., UAE, US, TR, MENA, EU, APAC). This role oversees a team of seasoned VIP Customer Service Agents, called as, Assistance Relationship Manager (ARM), who operate as service partners to Relationship Managers (RMs) and Market Leaders.
The position requires strong leadership, stakeholder management, and deep understanding of priority client servicing within financial institutions, private banking, or top-tier crypto exchanges. The leader ensures seamless end-to-end VIP support, fast issue resolution, and a personalized experience that strengthens client loyalty and business growth.
This role reports to the VP, Global Business Services Department, and collaborates daily with Managing Directors, Regional Market Directors, and the RM Lead Team.

What You’ll Be Doing 

VIP Experience & Service Excellence

  • Oversee and uplift the overall VIP service framework, ensuring priority handling, personalised experience, and strict adherence to service-level standards.
  • Drive a concierge-style support model similar to private banking/priority banking standards.
  • Ensure VIP cases are resolved swiftly with minimal friction and high first-touch resolution.
  • Lead proactive service initiatives (health checks, account reviews, high-risk user monitoring, migration support, etc.

Team Leadership & Capability Building

  • Lead, coach, and develop a team of experienced VIP Customer Service Agents across multiple regions and time zones.
  • Establish a high-performance culture focusing on ownership, urgency, customer centricity, and market sensitivity.
  • Strengthen team capabilities in complex issue handling (compliance, risk escalations, liquidity, funding, trading support).
  • Build a pipeline of future leaders by enabling cross-market exposure and advanced training.

Stakeholder Management & Cross-Functional Alignment

  • Partner closely with Market Managing Directors, Regional Directors, and the Relationship Manager Lead team to deliver consistent VIP satisfaction.
  • Collaborate with Product, Risk, Compliance, Payment, Web3/Trading Ops, and Marketing teams to ensure customer insights translate into product/service improvements.
  • Act as the “voice of the VIP user” to influence product roadmap and operational strategy.

Operational Management & Governance

  • Own the end-to-end operational performance of the VIP service line including SLAs, CSAT, quality, TAT, escalation speed, and issue recurrence.
  • Manage escalations for high-value cases with sound judgment and risk awareness.
  • Understand the regulatory expectations across regions (MASAK, DFSA, FinCEN, ADGM, etc., where applicable).
  • Strengthen process governance, documentation, SOPs, and compliance adherence.

Data-Driven Insights & Continuous Improvement

  • Use data to track VIP service performance, identify friction points, and drive process optimization.
  • Produce weekly/monthly executive reporting with clear insights, trends, and recommendations.
  • Lead root-cause analysis for recurring VIP issues, partnering with Product/Risk teams to drive permanent fixes.

What We Look For In You 

Experience

  • 8-15 years in Customer Service, Priority Banking, Wealth Management, Premium Support, or VIP service in high-touch industries (Banking/FinTech/Crypto/eCommerce/etc.).
  • At least 4-6 years in a leadership capacity managing senior agents and regional teams.
  • Experience working with Relationship Managers or High-Net-Worth Client portfolios strongly preferred.
  • Background in crypto exchanges or global fintech is a strong advantage.

Skills & Competencies

  • Strong leadership presence with ability to influence senior market leaders across countries.
  • Exceptional stakeholder management, communication, and executive-level presentation skills.
  • Deep understanding of trading, liquidity, funding/withdrawal flows, and customer lifecycle (onboarding to retention).
  • Ability to navigate complex issues involving compliance, fraud, risk controls, regulatory sensitivity.
  • High resilience, crisis management capability, and ability to operate under uncertainty.
  • Strong analytical and problem-solving skills with a data-driven mindset.

Personal Attributes

  • Customer-obsessed, solution-oriented, and proactive.
  • High integrity with sound judgment and discretion when handling sensitive VIP matters.
  • Operates effectively in a fast-paced, high-growth, global environment.
  • Culturally adaptable and able to collaborate across diverse markets.

Success Indicators:

  • Strong VIP satisfaction, repeat usage, and relationship retention.
  • Reduced TAT for VIP cases and enhanced first-touch/high-value resolution.
  • Positive feedback from Regional Directors and RM Leads.
  • Clear uplift in team performance, service consistency, and operational discipline.
  • Strong partnership outcomes with Product, Risk, Compliance, and Market teams.
  • Improved stability and efficiency of VIP workflows and escalation processes. 

Perks & Benefits 

  • Competitive remuneration package (Basic Salary + Yearly Bonus).
  • Meal Allowance up to RM 500/month
  • Monthly Team Building
  • RM 2500 Benefits per annum (Training & Wellness)
  • Convenient workplace (5 minutes walk from MRT TRX).
  • Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
  • Employee engagement, recognition and appreciation program.
  • Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

#LI-ONSITE

 

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