Senior Manager, Customer Service

Summary

Join OKX, a leading crypto exchange, and contribute to the future of finance. As a Customer Service Operations Manager, you will be responsible for managing, supervising, and evaluating a large team, improving workflows and business standards, and ensuring high-quality customer service. You will monitor social media and review platforms, analyze operational indicators, and communicate effectively with relevant teams. You will also stay updated on competitive products and provide insights for product upgrades. This role requires strong leadership, analytical, and communication skills, as well as experience in managing large, diverse teams in a financial regulatory environment. OKX offers a competitive remuneration package, yearly performance bonuses, excellent growth prospects, and a multinational working environment.

Requirements

• Bachelor’s degree or relevant experience of at least 5 years of customer service operations. Local exchange experience is a plus
• Fluency (Verbal & Written) in English & Russian is required
• Experience leading large (>50 members) and diverse teams
• Knowledge of financial regulatory rules & operations
• Strong planning and interpersonal skills as well as data-driven and detail-oriented personality
• Strong analytical and communication skills. Ready to provide hands-on assistance to the team when needed
• Ability to work in a cross-functional environment and to lead complex operational initiatives
• 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

Responsibilities

• Responsible for team management, supervision and evaluation of CIS customer service operations
• To formulate and improve the workflow, business standards, management system, and incentive policies of customer service operations to improve operational capacity
• Continuously improve the level of services, focus on customer feedback and solution processes, while complementing customer journey on our platform
• Develop and refine the customer service management processes, standards, and systems, to ensure the quality of customer service management and responsible for team building, and day-to-day management
• Monitor social media channels & review platforms for mentions, comments, and direct messages, and respond in a timely and professional manner
• Regularly carry out the analysis of operational indicators, complete the analysis report, organize and participate in the regular meetings such as MBR and QBR
• Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes
• Stay updated on competitive products. Conduct analysis and provide insights for product upgrades and optimizations

Preferred Qualifications

• Familiarity with cryptocurrency and/or finance-technology industry
• Familiarity with the ISO standards relevant to our industry, leading or significantly contributing to developing and implementing the necessary policies and procedures
• COPC, Six Sigma or other form of certification related to operations excellence
• Experience and flexibility working with diversified teams across global offices and time zones

Benefits

• Competitive remuneration package
• Yearly Performance Bonus
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations