Data Analyst, Customer Service Operations

Who you are

You have a strong background in data analysis, with experience in monitoring and analyzing customer service operations data. You are skilled in identifying trends and patterns in data, enabling you to detect emerging issues and provide actionable insights that drive strategic decisions. Your analytical mindset allows you to transform complex operational data into clear, understandable reports that support continuous improvement initiatives. You are proficient in SQL and have experience with data visualization tools, which you use to present your findings effectively to cross-functional teams. You thrive in collaborative environments and are eager to support scalable service excellence across the organization.

Desirable

Experience in the crypto or financial services industry is a plus, as is familiarity with customer service operations. You are comfortable working with large datasets and have a knack for storytelling through data, making complex information accessible to stakeholders at all levels. You are detail-oriented and possess strong problem-solving skills, enabling you to tackle challenges head-on and contribute to the overall success of the team.

What you'll do

As a Data Analyst for Customer Service Operations at OKX, you will play a key role in ensuring smooth and data-driven operations within Global Business Services. You will regularly monitor and analyze customer contact data to identify trends and patterns that inform operational strategies. Your insights will help detect emerging issues and drive improvements in customer service processes. You will collaborate with various teams to support cross-functional projects, ensuring that data-driven decisions are made at every level of the organization. Your work will directly impact the quality of customer interactions and the overall efficiency of service operations.

You will be responsible for creating and maintaining dashboards that visualize key performance indicators, allowing stakeholders to track progress and make informed decisions. You will also conduct regular reporting on customer service metrics, providing insights that help shape strategic initiatives. Your role will involve working closely with customer service teams to understand their needs and challenges, ensuring that data solutions are tailored to support their objectives. You will participate in continuous improvement efforts, leveraging data to enhance service delivery and customer satisfaction.

What we offer

At OKX, you will be part of a dynamic and innovative team that is reshaping the future of crypto. We offer a collaborative work environment where your contributions are valued and recognized. You will have the opportunity to work with cutting-edge technologies and be at the forefront of the crypto revolution. We believe in fostering a culture of continuous learning and development, providing you with the resources and support you need to grow in your career. Join us in our mission to provide safe and reliable access to crypto trading and decentralized applications, and make a meaningful impact in the industry.