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

As Manager of Customer Service (Escalation & Trading Services, Mandarin Support) at OKX, you lead the day-to-day operations of the customer service team, driving improvements in service quality, customer experience, and team efficiency. You work with a leading crypto exchange trusted by millions of users and hundreds of large institutions, managing escalations and trading-related support with bilingual capability.

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

• Strong judgment and problem-solving ability: you quickly identify the core of a problem, make sound assumptions based on experience, and make high-quality decisions even with incomplete information
• Hunger and strong drive: you demonstrate curiosity and a solution-oriented mindset, dig into the "Why" behind problems, proactively seek better solutions, and take ownership of results
• Bilingual proficiency in Mandarin and English as working languages, able to communicate effectively in both written and spoken form, participate in bilingual meetings, and regularly engage with Mandarin-speaking clients and stakeholders
• Data analysis proficiency: you are skilled in Excel and other data tools, able to independently perform data analysis, prepare reports, and generate actionable business insights
• Practical AI skills: you have proven experience using AI to improve work efficiency, including for 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 willingness to continuously learn, innovate, and improve

What we offer

• Competitive remuneration package including base salary and yearly bonuses
• Meal allowance
• Unlimited transport allowance (terms and conditions apply)
• Monthly team building
• RM 3,500 training 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, giving millions access to crypto trading and decentralized applications, while serving hundreds of large institutions seeking access to crypto markets. The company is backed by Proof of Reserves and operates across multiple offices globally, united by core principles: We Before Me, Do the Right Thing, and Get Things Done.