The all-in-one cryptocurrency trading platform
OKX is a leading cryptocurrency exchange headquartered in Mahe, Seychelles, serving over 50 million active users across 180 countries. The platform offers a comprehensive suite of services, including crypto trading, NFT marketplaces, and decentralized finance (DeFi) products. With a commitment to se...
OKX provides a comprehensive insurance package covering medical, dental, vision, disability, and life insurance. Employees enjoy paid parental leave, ...
OKX fosters a culture focused on accessibility in cryptocurrency trading, aiming to demystify the crypto space for users of all levels. The company va...
OKX • Kuala Lumpur, Malaysia
OKX is seeking a Senior Support Operations Manager to lead and coach the global Customer Support function. You'll collaborate with various stakeholders to enhance the quality and efficiency of customer support services. This role requires strong leadership and operational expertise in a fast-growing crypto environment.
You have extensive experience in support operations management, ideally within the tech or finance sectors, and a proven track record of leading teams to enhance customer service quality. Your leadership style is collaborative, and you excel at coaching and developing team members to meet and exceed performance metrics. You understand the nuances of customer expectations across different regions and are adept at navigating regulatory compliance in customer support. You are a strategic thinker who can identify areas for improvement and implement effective solutions that drive operational excellence.
Experience in the cryptocurrency or fintech industry is a plus, as is familiarity with decentralized applications (dApps) and blockchain technology. You have a strong analytical mindset and are comfortable using data to inform decisions and improve processes. You are also skilled in stakeholder management, able to effectively communicate and collaborate with cross-functional teams including Operations, Compliance, Product, and Marketing.
In this role, you will lead the global Customer Support function at OKX, focusing on enhancing the quality and efficiency of support services provided by offshore agents. You will act as a subject matter expert, guiding agents on local customer expectations and regulatory requirements. Your responsibilities will include developing training programs, monitoring performance metrics, and implementing best practices to ensure a high standard of customer service. You will work closely with various stakeholders to align customer support strategies with business objectives and ensure compliance with industry regulations. Additionally, you will analyze customer feedback and operational data to identify trends and areas for improvement, driving initiatives that enhance the overall customer experience.
At OKX, we foster a culture of collaboration and innovation, where your contributions will directly impact our growth and success in the crypto space. We offer competitive compensation and benefits, along with opportunities for professional development and career advancement. Join us in reshaping the future of finance and be part of a team that values integrity, teamwork, and excellence.
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