Okcoin is hiring a

Web3 Customer Service Manager

Who We Are

Okcoin is one of the world’s largest and fastest-growing cryptocurrency exchanges. We help millions of people buy and sell bitcoin, and over 20 other crypto assets every day — but our work is a whole lot more than that. We’re building an inclusive future of finance, one that opens new opportunities to learn financial literacy, store value, and build wealth for everyone.

Ready to help the next billion people experience the future of finance with us? Come on board. We have offices in San Francisco, Malta, Miami, Singapore, Japan, and Korea, but we believe in you working wherever you work best.

About the Team:

This team is part of the Global Operations (G-Ops) Centre, home to specialised teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.

About the Opportunity:

The successful candidate will think big about the future of FinTech (Crypto, Blockchain, etc.) and how you can bring more remarkable customer experience through the system & applications used by ensuring systems & tools used are operating at optimum level. You’ll continuously lookout for any other areas for improvement and engagement with stakeholders. You will possess the ability and willingness to balance the business requests and priorities while being able to articulate the rationale behind decisions.

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 prioritisation skills and a willingness to roll up one's sleeves to get the job done.

What You’ll Be Doing:

• Overseeing Customer Service operations, including monitoring and reporting metrics such as productivity, response speed, and any metric that affects the service quality.
• Ensure good quality of services and strict adherence to processes.
• Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service
• Participate in recruitment activities (screening, interviewing)
• Act as a backup of Head of CS Ops, if needed
• Day to day responsibilities include:
  • Provide performance monitoring of KPIs, identify trends and issues in Service quality
  • Conduct weekly, monthly, and quarterly performance reviews
  • Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
  • Conduct process update/improvement projects and workshops
  • Timely communicate business updates, policy changes, and any relevant information to stakeholders

What We Look For In You:

• Bachelor’s degree or relevant experience of at least 3 years of contact center
• Experience leading large (>20 members) and diverse teams
• Strong planning and interpersonal skills as well as process-driven and detail-oriented personality
• Strong analytical and communication skills and a hands-on mentality
• Ability to work in a cross-functional environment and to lead complex operational initiatives
• Fluency (Verbal & Written) in English is required – Any EU languages is a plus
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organisation effectiveness & business processes.
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices

Nice to Haves:

• Experience working with teams across global offices and time zones.
• Flexible in working in shifts when required.

OKCoin is committed to equal employment opportunities regardless of race, colour, 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: