Okcoin is hiring a

Web3 CS Technology and Tools Manager

Who We Are

Imagine a world where everyone is a trader. OKCoin is on a mission to make crypto investing and trading more accessible to anyone around the world. We are building the next generation of tools to help onboard the investors and traders who have been on the fence about crypto.

OKCoin is a global exchange with offices in San Francisco, Malta, Hong Kong, Singapore, Japan and Korea. We are a collective of global citizens with a common passion to help decentralize finance and level the economic playing field for everyone around the world (Need to replace with OKEx intro)

About the Team:

Our CS Team is at the heart of servicing our clients and customers, and representing their voices. This is a great opportunity to bring your extensive CS knowledge and experience to lead the creation and implementation of our global CS technology and tools strategy. We work closely with all our key stakeholders, such as Marketing, Product, Engineering, Compliance Operations, Risk and Payment Operations to successfully launch various global products while understanding the associate servicing needs and strategies for business growth.

About the Opportunity:

The successful candidate will have extensive CS technology and tools strategy and implementation experience in a global environment, with a proven track record of using technology and tools to support operational teams to drive efficiency, automation and customer delight. You’ll own the entire strategy and roadmap for execution, with a focus and understanding of how to drive the tools and technology roadmap in support of our effortless customer experience strategy.

At your core, you’ll thrive in a fast-paced, collaborative, process-driven environment and be able to adapt and adjust plans on-the-fly. You must also have strong prioritization skills and willingness to roll up one's sleeves to get the job done. Most importantly, you’ll drive results and significantly support the growth and adoption of OKGroup products, features and services.

What You’ll Be Doing:

• Create a comprehensive CS technology and tools strategy and roadmap to support our Effortless Customer Experience strategy, and improve service and operational efficiency
• Be the primary owner & administrator of all CS Platforms and Tools and evaluate new platforms and tools to improve the CS workflows to enable improvements in the speed and quality of support
• Be the day to day contact for CS vendors
• Analyze support workflows and make suggestions to improve efficiency and effectiveness
• Partner with product and engineering teams to provide input into product changes relating to the customer service department
• Partner with product and engineering teams on any new platform or tool integrations.
• Project manage the design and rollout of new support channels and service offerings
• Work closely with CS Leadership to help define and deliver on their components of overall company goals and objectives

What We Look For In You:

• 6+ years of leadership experience in Customer Service business functions, with a track record of planning and implementing CS technology and tools to support operational efficiency and business growth
• 3 years of CS vendor management
• 2-3 years of project management and process improvement experience
• Must have implementation experience and knowledge of Zendesk.
• In depth knowledge of CS tools & platforms. Examples include Zendesk, Intercom, Salesforce/Salesforce Service Desk, Dialpad or other Call Center software, Live Chat/Digital Assistant Software IE Liveperson or Zendesk Chat, Intercom, Appian, FIS, Galileo, Finical, FIS, Help center technology vendors
• Expert-level ability to influence and affect change at all levels of the organization
• Strong capabilities and experience in using operational analytics to drive CS technology and tools strategies;

Nice to Haves:

• You either are already or are eager to become an expert in the blockchain and cryptocurrency landscape and will understand how speculators, traders, digital asset exchanges, blockchain money services businesses and financial institutions operate.
• Background in six sigma
• Familiarity with product management processes and tools
• MBA preferred, but not required
• Experience working with teams across offices and timezones.
• Fluent in Mandarin and English

Highlights of Perks and Benefits:

• Market competitive total compensation package
• Comprehensive insurance package including medical, dental, vision, disability & life insurance (Company pays 100% for employee/80% for dependents)
• Flexible PTO policy, company paid holidays, and flexible hours
• UberEats Program
• Paid Parental Leave
• Employee Referral Bonus Program paid in BTC
• Company Donation Match
• More surprises when you join!

OKCoin Statement:

OKCoin is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Apply Now: