About the company
About OKX OKX is a leading crypto trading app, and a Web3 ecosystem. Trusted by more than 20 million global customers in over 180 international markets, OKX is known for being the fastest and most reliable crypto trading app of choice for investors and professional traders globally. Our Singapore office is a Product and Engineering hub and we are in the progress of expanding our teams in Singapore for the continuous growth of our global business. We build and maintain core trading platform with millions of daily active users. Design, Product and Engineering teams work cross-functionally to identify customer needs, and ship high-quality new features through fast iterations.
Job Summary
What You’ll Be Doing:
📍Overseas customer service day-to-day operations and responsible for service delivery metrics, interpretation and associated strategic decision-making. 📍To develop strategic CS workflow, business standards, management system, and incentive policies of customer service operations to improve operational capacity. 📍Continuously improve the level of service, improve customer feedback and solution process, all-around optimization of customer service quality. 📍Develop and drive capability and operational excellence and monitor team efficiency and effectiveness. 📍Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could include product enhancement, operational process improvement, etc. 📍Innovative - Able to identify and resolve process bottlenecks and inefficiencies through digital solutions. 📍Ensure compliance with regulatory requirements and operational procedures.
What We Look For In You:
📍Bachelor’s degree or relevant experience of at least 5 years of customer service operations & shared service background is a plus. 📍Fluency (Verbal & Written) in English & Mandarin (as to liaise with Mandarin speaker members) 📍Experience leading large (>70 members) and diverse teams. 📍Strong data driven mindset. 📍Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes. 📍Proven experience and knowledge in effective hiring, training, coaching, and people management practices
