Senior Support Operations Manager

As a Senior Support Operations Manager at OKX, you'll lead and coach the global Customer Support function to better serve OKX users across our US operations. Rather than managing the support team directly, you'll work alongside Operations, Compliance, Product, and Marketing to uplift the quality, efficiency, and regulatory compliance of our offshore CS agents. You'll act as the subject matter expert for the customer support experience, helping offshore agents understand local expectations, regulations, and how to handle issues with care and accuracy. This strategic, high-impact role lays the groundwork for improved CS experience and potentially a local team in the future.

What you'll do

• Represent the voice of the customer within the business and act as subject matter expert for support needs, regulations, and expectations
• Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive cases such as scam and fraud or ID verification
• Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements
• Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams
• Liaise with Customer Due Diligence teams to improve KYC and AML workflows for customers and reduce customer friction
• Act as subject matter expert for OKX Card support operations, guiding offshore CS on dispute handling, chargeback processes, and cardholder issue resolution in line with card program compliance requirements
• Work closely with Product and Marketing teams to proactively inform CS of upcoming campaigns, changes, or product launches that may drive ticket volume
• Identify operational pain points in the customer journey and work cross-functionally to resolve or escalate them
• Develop SOPs, quick guides, and training materials to help offshore agents respond more effectively to users
• Track key CS metrics such as resolution time, CSAT, and escalation volume to measure success and identify improvement areas
• Help scope, plan, and build a local CS function from the ground up if the business moves in that direction

What you bring

• 5+ years of experience in customer operations, customer experience, or support leadership, ideally within fintech, crypto, or financial services
• A solid understanding of US financial regulation, consumer protection expectations, and AML and KYC processes
• Experience working with or leading offshore support teams in a high-growth or regulated environment
• Exposure to customer-centric operations functions that blend support, risk, compliance, and product feedback loops
• Strong leadership and coaching ability, with a focus on raising offshore team performance without direct line management
• Excellent stakeholder management skills and ability to work across compliance, product, marketing, and support teams
• An operationally minded, problem-solving approach that turns user pain points into action plans
• Process-driven capabilities, capable of designing and implementing SOPs and knowledge base content
• Excellent communication skills, able to distill regulatory complexity into practical CS guidance
• Analytical mindset, confident using data and KPIs to improve customer outcomes and support operations

What we offer

• Competitive total compensation package
• Learning and development programs and education subsidy for your growth and development
• Various team building programs and company events
• Wellness and meal allowances
• Comprehensive healthcare schemes for employees and dependants

About OKX

OKX is a leading crypto exchange and developer of OKX Wallet, giving millions access to crypto trading and decentralized applications. OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets, backed by Proof of Reserves. OKX is part of OKG, a group bringing blockchain value to users worldwide through products including OKX, OKX Wallet, and OKLink.