Senior Manager, Customer Service at OKX

The Senior Manager, Customer Service role at OKX in Budapest involves leading Europe customer service operations. The candidate will manage a team, improve workflows, and enhance customer service standards. He/She will focus on customer feedback, refine management processes, and monitor social media. The role includes analyzing operational indicators, communicating customer feedback, and staying updated on competitive products.

What this role involves:

• Team management, supervision, and evaluation of Europe customer service operations.
• Formulating and improving workflow, business standards, management system, and incentive policies.
• Continuously improving the level of services and customer journey.
• Developing and refining customer service management processes, standards, and systems.
• Monitoring social media channels and responding to mentions and messages.
• Analyzing operational indicators and participating in regular meetings.
• Communicating customer feedback to relevant teams.
• Staying updated on competitive products and providing insights for product upgrades.

Requirements:

• Bachelor’s degree or relevant experience of at least 3 years in customer service operations.
• Experience working with Reclame Aqui and their solutions.
• Fluency in English and either Polish, German, Italian, or Spanish.
• Experience leading large (>50 members) and diverse teams.
• Knowledge of Europe’s financial regulatory rules & operations.
• Strong planning, interpersonal, analytical, and communication skills.
• Ability to work in a cross-functional environment and lead complex operational initiatives.
• Enthusiasm for new technologies.
• Proven experience in hiring, training, coaching, and people management practices.

What OKX offers:

• Competitive remuneration package
• Yearly Performance Bonus
• Excellent prospects for growth and promotion
• Employee engagement, recognition and appreciation program
• Multinational working environment