Team Lead, Customer Service

As a Team Lead for Customer Service at OKX, a leading crypto exchange and developer of OKX Wallet, you oversee the day-to-day performance and operations of the Customer Service team. You ensure customers consistently receive high-quality, efficient service by monitoring key performance indicators, coaching and developing agents, managing schedules, and driving continuous improvements to the customer experience.

What you'll do

• Oversee Customer Service Operations and monitor metrics such as customer satisfaction score, productivity, response speed, and service quality
• Ensure high quality of services and strict adherence to processes
• Work cross-functionally with stakeholders and support teams to deliver best-in-class customer service
• Participate in recruitment activities including screening and interviewing
• Ensure daily operations run smoothly and report incidents to stakeholders in a timely manner
• Provide performance monitoring of KPIs, identify trends and issues in service quality
• Conduct weekly and monthly performance reviews with customer service agents
• Coordinate with the Learning and Development team to conduct training and re-training as needed
• Conduct process update and improvement projects and workshops
• Communicate business updates, policy changes, and relevant information to stakeholders promptly
• Plan customer service agent monthly schedules while managing daily staffing adjustments

What you bring

• A Bachelor's degree or at least 3 years of relevant experience leading a team in a call center environment
• Experience leading large teams of more than 15 members in diverse settings
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices
• Strong planning and interpersonal skills with a process-driven and detail-oriented approach
• Ability to work in a cross-functional environment and lead complex operational initiatives
• Fluency in English, both verbal and written
• Enthusiasm for new technologies and a strong desire to adopt them to improve organizational effectiveness and business processes
• Willingness to work according to a given schedule to support 24 x 7 operations
• Ownership and accountability for offering solutions that benefit customers and the business

Nice to have

• Additional European language skills
• Familiarity with cryptocurrency or fintech industry
• Experience and flexibility working with diverse teams across global offices and time zones
• Working knowledge of CRM tools such as Zendesk
• Basic computer knowledge of macOS, Lark, Microsoft Office, and G-Suite

What we offer

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

About OKX

OKX is a leading crypto exchange and developer of OKX Wallet, providing millions with access to crypto trading and decentralized applications. OKX serves hundreds of large institutions seeking access to crypto markets and is 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.