Customer Support • Mid-Level

Who you are

You have a Bachelor's degree or relevant experience in customer service, with a strong ability to manage escalated inquiries effectively. You excel in resolving customer complaints and inquiries in a timely manner, ensuring a high level of customer satisfaction. Your communication skills are top-notch, allowing you to oversee escalations from senior management and account managers through various channels such as chat and email. You are detail-oriented and can participate in discussions regarding new products, engaging in product testing activities to ensure quality and effectiveness.

You thrive in a collaborative environment, working closely with cross-functional teams to support the resolution of customer issues. Your ability to assist internal partners ensures that business strategies are maintained effectively, and you are adept at handling compensation requests for product, process, or people defects when required. You are committed to the principles of the company, believing in the importance of doing the right thing and getting things done efficiently.

Desirable

Experience in the crypto or financial services industry is a plus, as it will help you understand the unique challenges and opportunities in this space. Familiarity with customer service tools and platforms will enhance your ability to manage inquiries and escalations effectively.

What you'll do

In this role, you will manage escalated emails and tickets from the Customer Service team, ensuring that customer inquiries are resolved promptly. You will oversee escalations from senior management and account managers, utilizing your strong communication skills to navigate complex situations. Your participation in discussions regarding new products will allow you to contribute to product testing activities, ensuring that customer feedback is integrated into the development process.

You will collaborate with cross-functional teams to provide support in resolving customer issues, acting as a liaison between departments to ensure a seamless customer experience. Your role will also involve assisting internal partners to maintain effective business strategies, ensuring that customer service aligns with overall company goals. When necessary, you will handle compensation requests for any product, process, or people defects, demonstrating your commitment to customer satisfaction and company values.

What we offer

At OKX, you will be part of a leading crypto exchange that values innovation and customer satisfaction. You will work in a friendly and diverse environment, supported by a team that shares core principles of collaboration and integrity. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of every individual to contribute to our mission of reshaping the future through crypto.