Senior Manager, Customer Service at OKX

OKX is seeking a Senior Manager, Customer Service to oversee day-to-day operations in Kuala Lumpur, Malaysia. The Senior Manager will develop strategic workflows, business standards, and management systems to improve operational capacity. They will focus on continuously improving the level of service, customer feedback, and solution processes, complementing the customer journey on the OKX platform.

The Senior Manager will drive capability and operational excellence, monitor team efficiency, and collaborate with cross-functional stakeholders to identify and resolve process bottlenecks through innovative solutions. They will ensure compliance with regulatory requirements and operational procedures.

What this role involves:

• Overseeing overseas customer service operations and service delivery metrics.
• Developing CS workflows, business standards, and management systems.
• Improving the level of service and customer feedback processes.
• Driving capability and operational excellence.
• Collaborating with cross-functional stakeholders for solutions.
• Identifying and resolving process bottlenecks.
• Ensuring compliance with regulatory requirements.

Requirements:

• Bachelor’s degree or 5+ years of customer service operations experience.
• Fluency in English & Mandarin.
• Experience leading large teams (>100 members).
• Strong planning, interpersonal, and analytical skills.
• Ability to work in a cross-functional environment.
• Enthusiasm for new technologies.
• Experience in hiring, training, and people management.

OKX offers:

• Annual Leaves
• Meal Allowance
• Yearly Performance Bonus
• Monthly Teambuilding
• Training & Wellness Subsidy
• Insurance Coverage