Manager, Customer Service (Escalation & Trading Services, Mandarin Support)
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Overview
Join OKX as a Customer Support Manager to lead the customer service team, enhance service quality, and utilize AI for efficiency. Bilingual proficiency in Mandarin and English is required.
Who We Are
At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: *We Before Me*, *Do the Right Thing*, and *Get Things Done*. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.
What You'll Be Doing
- •Manage the day-to-day operations of the customer service team, continuously improving service quality, customer experience, and team efficiency.
- •Monitor and analyze key customer service metrics, identify issues and root causes through data, and develop and drive improvement plans.
- •Independently conduct data analysis, prepare business reports, and perform regular reviews to support team decision-making.
- •Proactively leverage AI to improve work efficiency, including data analysis, report generation, information processing, and building simple tasks or workflows.
- •Continuously optimize customer service processes, SOPs, knowledge bases, and productivity tools.
- •Collaborate with Product, Operations, Technology, and other teams to solve business problems and ensure high-quality, on-time project delivery.
Benefits & Perks
- •Competitive remuneration package (Base Salary + Yearly Bonuses)
- •Meal allowance
- •Unlimited transport allowance (T&C apply)
- •Monthly team building
- •RM 3,500 training & wellness benefits per annum
- •Convenient workplace (5 minutes walk from MRT TRX)
- •Insurance coverage for employees & dependants
- •Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
- •Employee engagement, recognition and appreciation program
- •Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
What We Look For In You
- •Strong Judgment & Problem-Solving: Demonstrate strong comprehension and judgment, with the ability to quickly identify the core of a problem. Able to make sound assumptions based on experience, determine a reasonable path forward, and make high-quality decisions even when facing unfamiliar situations or incomplete information.
- •Hungry & Strong Drive: Demonstrate strong curiosity and a solution-oriented mindset, with a habit of digging into the “Why” behind problems. Proactively seek better solutions, mobilize resources across teams, drive issues through to resolution, and take ownership of results.
- •Bilingual proficiency in Mandarin and English as working languages: Able to communicate effectively in both written and spoken Mandarin and English, participate in bilingual meetings and work presentations, and regularly engage with Mandarin-speaking clients and stakeholders to ensure clear and effective communication.
- •Data Analysis: Proficient in Excel and other data tools, with the ability to independently perform data analysis, prepare reports, identify issues, and generate actionable business insights.
- •Practical AI Skills: Have proven experience using AI to improve work efficiency. Able to effectively use AI for data analysis, reporting, information summarization, and building simple AI-powered tasks or workflows.
- •Relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.
- •Strong ownership, self-motivation, and a growth mindset, with a willingness to continuously learn, innovate, and improve.