Senior Support Operations Manager

Who you are

You have extensive experience in operations management, particularly within customer support environments — your background includes leading teams and implementing strategies that enhance service quality and efficiency. You understand the nuances of customer interactions and are adept at coaching teams to improve their performance and compliance with regulations.

You possess strong analytical skills — you can assess operational metrics and identify areas for improvement, ensuring that customer support aligns with the company's goals. Your ability to communicate effectively with cross-functional teams enables you to drive initiatives that uplift the customer experience.

You are a subject matter expert in customer support operations — your knowledge of best practices and industry standards allows you to guide teams in delivering exceptional service. You thrive in collaborative environments and enjoy working alongside product, compliance, and marketing teams to achieve shared objectives.

You are results-oriented and have a track record of successfully managing projects that enhance customer satisfaction — your leadership style fosters a culture of accountability and continuous improvement within your team. You are passionate about the role of customer support in driving business success and are committed to empowering your team to excel.

Desirable

Experience in the cryptocurrency or fintech industry is a plus — you understand the unique challenges and opportunities within this rapidly evolving sector. Familiarity with regulatory compliance in customer support operations will set you apart as a candidate.

What you'll do

In this role, you will lead the global Customer Support function at OKX, focusing on enhancing the quality and efficiency of service delivery. You will work closely with various stakeholders, including operations, compliance, product, and marketing teams, to ensure that customer support aligns with the company's strategic objectives.

You will be responsible for coaching and developing customer support agents across different regions — your guidance will help them understand local market needs and improve their service delivery. You will implement best practices and operational standards that enhance the customer experience and ensure compliance with regulatory requirements.

You will analyze customer support metrics to identify trends and areas for improvement — your insights will drive initiatives that enhance service quality and operational efficiency. You will collaborate with product and marketing teams to ensure that customer feedback is integrated into product development and marketing strategies.

You will lead projects aimed at improving customer satisfaction and operational performance — your ability to manage cross-functional initiatives will be key to your success in this role. You will foster a culture of continuous improvement within the customer support team, encouraging innovation and accountability.

What we offer

At OKX, you will be part of a dynamic team that is reshaping the future of finance through cryptocurrency — you will have the opportunity to make a significant impact on the customer experience and contribute to the company's growth. We offer a collaborative and inclusive work environment where your ideas and contributions are valued.

You will have access to professional development opportunities that will help you grow in your career — we encourage you to apply even if your experience doesn't match every requirement. Join us at OKX and be part of a team that is dedicated to delivering exceptional service and driving innovation in the crypto space.