Manager, Customer Service (Escalation & Trading Services, Mandarin Support)

Join OKX as a Customer Service Manager to lead the customer service team, enhance service quality, and utilize AI for process optimization. Competitive salary and benefits in a dynamic crypto environment. 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.

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.

Competitive remuneration package (Base Salary + Yearly Bonuses)

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.

Demonstrate strong comprehension and judgment, with the ability to quickly identify the core of a problem.

Demonstrate strong curiosity and a solution-oriented mindset, with a habit of digging into the “Why” behind problems.

Able to communicate effectively in both written and spoken Mandarin and English.

Proficient in Excel and other data tools, with the ability to independently perform data analysis, prepare reports, identify issues, and generate actionable business insights.

Have proven experience using AI to improve work efficiency.