Support Operations • Senior

Who you are

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.

Desirable

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.

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 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.

What we offer

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.