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

As Manager of Customer Service at OKX, you lead the escalation and trading services team, managing day-to-day operations while driving improvements in service quality, customer experience, and team efficiency. You combine data-driven decision-making with practical AI skills to optimize processes and support the exchange's mission to provide secure, reliable access to crypto trading for millions of users and hundreds of institutions worldwide.

What you'll do

• 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.

What you bring

• Bilingual proficiency in Mandarin and English as working languages, with the ability to communicate effectively in both written and spoken forms, participate in bilingual meetings, and regularly engage with Mandarin-speaking clients and stakeholders.
• Strong judgment and problem-solving skills, with the ability to quickly identify the core of a problem and make high-quality decisions even when facing unfamiliar situations or incomplete information.
• Proficiency in Excel and other data analysis tools, with the ability to independently perform data analysis, prepare reports, identify issues, and generate actionable business insights.
• Proven experience using AI to improve work efficiency, including data analysis, reporting, information summarization, and building simple AI-powered tasks or workflows.
• Relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.
• Strong ownership, self-motivation, and a growth mindset, with a willingness to continuously learn, innovate, and improve.
• Demonstrated curiosity and a solution-oriented mindset, with a habit of digging into the "Why" behind problems and proactively seeking better solutions.

What we offer

• Competitive remuneration package including base salary and yearly bonuses.
• Meal allowance.
• Unlimited transport allowance (terms and conditions apply).
• Monthly team building activities.
• Fitness and wellness benefits per annum.
• Convenient workplace location, 5 minutes walk from MRT TRX.
• Insurance coverage for employees and dependants.
• Excellent prospects for growth and promotion, with assistance, skill development opportunities, mentoring, and training programmes.
• Employee engagement, recognition and appreciation program.
• Multinational working environment where you advance your career by interacting with individuals from various backgrounds, cultures, and nations.

About OKX

OKX is a leading crypto exchange and developer of OKX Wallet, providing millions of users access to crypto trading and decentralized applications, while serving hundreds of large institutions seeking access to crypto markets. Part of OKG, OKX is backed by Proof of Reserves and operates globally with core principles of We Before Me, Do the Right Thing, and Get Things Done.