Who We Are
At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and has become one of the largest platforms in the world. We have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore, and Turkey, with plans to launch in the US, Belgium, and the UAE.
We are deeply committed to shaping a fairer, more transparent, and accessible society through blockchain technology. This is why we publish proof of reserves monthly and continue to ship new innovative security features.
What You'll Be Doing:
Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects service quality.
Ensuring good quality of services and strict adherence to processes.
Working cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
Participating in recruitment activities (screening, interviewing).
Ensuring daily operation runs smoothly and timely reports to stakeholders during incidents.
Providing performance monitoring of KPIs, identifying trends and issues in service quality.
Conducting weekly/monthly performance reviews with customer service agents.
Coordinating with the L&D team to conduct ad-hoc training or re-training.
Conducting process update/improvement projects and workshops.
Timely communicating business updates, policy changes, and any relevant information to stakeholders.
Planning customer service agent's monthly schedules while managing daily shrinkages.
What We Look For In You:
Bachelor's degree or relevant experience of at least 3 years in leading a team in a call center environment.
Experience leading large (>15 members) and diverse teams.
Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
Strong planning and interpersonal skills as well as a process-driven and detail-oriented personality.
A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
Fluency (Verbal & Written) in English is required – Mandarin is a plus.
Enthusiastic about new technologies with a strong desire to adopt technologies to improve organizational effectiveness & business processes.
Willingness to work according to a given schedule to support 24x7 operations.
Display ownership and accountability for offering solutions to benefit our customers and the business.
Nice to Haves:
Working knowledge of CRM tools, such as Zendesk.
Basic computer knowledge: MS Office, MS Outlook, and Internet Explorer.
Flexible in working in shifts when required.
Familiarity with the crypto/finance-technology industry.#J-18808-Ljbffr