Customer Operations • Senior

Who you are

You have a strong background in customer service management, with at least 5 years of experience in developing and implementing customer service strategies. Your expertise includes evaluating operational performance indicators such as FCR, AHT, CSAT, and NPS, ensuring that customer satisfaction is at the forefront of your initiatives. You are fluent in Mandarin, which is essential for this role, and you possess excellent communication skills that enable you to collaborate effectively with cross-functional teams. You are driven by results and have a proven track record of enhancing service efficiency while reducing costs through innovative solutions.

Desirable

Experience in the crypto or financial services industry is a plus, as is familiarity with technological innovations that can enhance customer service delivery. You are adaptable and open to learning new technologies that can improve customer interactions and service products. Your strategic mindset allows you to align customer service goals with the overall direction of the company, ensuring that your team contributes to the broader objectives of OKX.

What you'll do

In this role, you will be responsible for developing mid- to long-term strategies for the Customer Service Center, ensuring alignment with OKX's overall strategic direction. You will lead initiatives to innovate customer service products, focusing on enhancing customer satisfaction and service efficiency. Your responsibilities will include evaluating operational performance indicators and implementing improvements based on data-driven insights. You will work closely with various departments to ensure that customer service strategies are effectively integrated into the company's operations. Additionally, you will mentor and guide your team, fostering a culture of excellence and continuous improvement within the Customer Service Center.

What we offer

At OKX, you will be part of a dynamic team that is reshaping the future of crypto. We offer a collaborative and diverse work environment where your contributions will have a direct impact on our customers' experiences. You will have opportunities for professional growth and development, as well as access to the latest tools and technologies in the industry. We believe in empowering our employees and providing them with the resources they need to succeed in their roles. Join us in our mission to provide safe and reliable access to crypto trading and decentralized applications.