Senior Manager, Customer Service (English & Mandarin Support)

Job Description

OKX is seeking a Senior Manager, Customer Service to join their team. This role is based in Kuala Lumpur, Malaysia, and involves managing a customer service team that provides support in both English and Mandarin. The Senior Manager will be responsible for the daily management and supervision of the team, ensuring the achievement of data indicators, and building a professional customer service brand image.

The successful candidate will be familiar with competitors’ products and will continuously drive product optimization to ensure an excellent user experience. They will also enhance the management capabilities of subordinates, provide work assistance and training for the team, and improve individual capabilities.

OKX offers a competitive remuneration package, meal allowance, unlimited transport allowance, monthly team building activities, training & wellness benefits, yearly bonus, convenient workplace, insurance coverage, and excellent prospects for growth and promotion.

What this role involves:

• Daily management and supervision of the team.
• Monitoring and achieving various data indicators.
• Building a professional customer service brand image.
• Formulating and optimizing processes and systems.
• Ensuring efficient workflow.
• Driving product optimization.
• Enhancing the management capabilities of subordinates.
• Providing work assistance and training for the team.
• Interdepartmental coordination and cooperation.
• Ensuring timely follow-up and resolution of abnormal situations.

Requirements:

• Bachelor's degree or above.
• Experience in the blockchain/cryptocurrency industry.
• Strong sense of responsibility and execution.
• Proactive work attitude and leading by example.
• Good communication, coordination skills, and stress tolerance.
• 2+ years of customer service team management experience (45+ people).
• Good business sensitivity and foresight.
• Excellent command of spoken and written English and Mandarin.
• Willingness to work in Tun Razak Exchange, Kuala Lumpur.

OKX offers:

• Competitive remuneration package
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion