Team Lead, Customer Service

Job Description

OKX is seeking a Team Lead, Customer Service to oversee operations in Kuala Lumpur, Malaysia. The ideal candidate will ensure service quality, adherence to processes, and work cross-functionally with stakeholders. They will also participate in recruitment activities and manage daily operations, providing performance monitoring and conducting performance reviews.

• Ensuring daily operation runs smoothly.
• Providing performance monitoring of KPIs.
• Conducting weekly/monthly performance reviews.
• Coordinating with the L&D team for training.
• Conducting process update/improvement projects.
• Communicating business updates.
• Planning customer service agent's monthly schedules.

• Bachelor’s degree or 3+ years in leading a team in a call center.
• Experience leading large teams (>15 members).
• Knowledge in hiring, training, coaching, and people management.
• Strong planning and interpersonal skills.
• Fluency in English (Mandarin is a plus).
• Enthusiasm for new technologies.
• Willingness to work according to a given schedule to support 24x7 operations.

• Competitive remuneration package (Basic Salary + Yearly Bonuses).
• Meal Allowance up to RM 500/month
• Monthly Team Building RM 2500
• Benefits per annum (Training & Wellness)
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion.
• Employee engagement, recognition and appreciation program.
• Multinational working environment.