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 a customer service team supporting millions of users of our crypto exchange and OKX Wallet. You drive continuous improvements in service quality, customer experience, and team efficiency while managing escalations and providing bilingual support to Mandarin-speaking clients and stakeholders.

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, with the capacity to quickly identify the core of a problem and make high-quality decisions even with incomplete information
• Demonstrated curiosity and solution-oriented mindset, with a habit of understanding the "why" behind problems and proactively driving issues to resolution while taking ownership of results
• Bilingual proficiency in Mandarin and English as working languages, able to communicate effectively in both written and spoken forms, participate in bilingual meetings, and regularly engage with Mandarin-speaking clients and stakeholders
• Proficiency in Excel and other data 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

What we offer

• Competitive remuneration package of base salary plus 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, 5 minutes walk from MRT TRX
• Insurance coverage for employees and dependants
• Excellent prospects for growth and promotion, with assistance, opportunities for skill development, mentoring, and training programmes
• Employee engagement, recognition and appreciation program
• Multinational working environment to advance your career through interaction 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 crypto applications. OKX is trusted by hundreds of large institutions seeking access to crypto markets and is backed by Proof of Reserves. Part of OKG, a group that brings blockchain value to users worldwide through products including OKX, OKX Wallet, and OKLink.