OKX is hiring a Web3 Senior Manager, Institutional Support
Compensation: $144k - $216k
Location: CA San Jose, California, United States
Who We Are:
About the Opportunity:
What You’ll Be Doing:
Provide Exceptional Customer Support:
- Communicate effectively with clients via telegram(main) & secondary channels to address their inquiries, troubleshoot issues, and provide timely solutions.
- Utilize strong communication skills, oral and written, in English and at least one other language to ensure effective communication with international clients.
Product and API Solutions:
- Articulate product and API solutions to clients over telegram and phone (if needed) demonstrating a deep understanding of our offerings.
- Analyze customer problems, identify root causes, and provide effective solutions to ensure customer satisfaction.
- Collaborate with the sales and product teams to relay customer feedback and contribute to the improvement of our products and services.
Mentorship and Team Support:
- Provide guidance and mentoring to junior team members to enhance their skills and knowledge.
- Act as a liaison between the support team and sales/product teams to address customer feedback effectively.
- Act as a shift lead for time zone coverage, ensuring efficient support coverage across different regions.
Onboarding and Training:
- Establish onboarding and training programs for new team members, ensuring a smooth integration into the support team.
- Develop training materials and documentation to enhance the knowledge and skills of the support team.
KPI Tracking and Reporting:
- Establish a comprehensive KPI tracking system to measure team performance, tool efficiency, and process effectiveness.
- Generate reports and present insights to senior management, highlighting areas for improvement and achievements.
Recruiting and Team Building:
- Participate in the recruitment process by interviewing and evaluating potential candidates for the support team.
- Foster a positive team culture by promoting collaboration, knowledge sharing, and professional development.
- Remote Team Management:
- Effectively manage and motivate a remote team, ensuring productivity and maintaining a high level of customer service.
- Handle initial customer inquiries and provide basic technical troubleshooting to resolve issues promptly.
- Escalate complex issues to L2 support when necessary, collaborating with them for timely resolution.
- Focus on efficient ticket resolution to meet service level agreements and ensure customer satisfaction.
Continuous Learning and Improvement:
- Stay updated with the latest developments in APIs, trading, and related technologies.
- Collaborate with L1 & L2 support to enhance API knowledge and improve issue resolution processes.
What We Look For In You:
- Bachelors in STEM or business related fields.
- General qualification in customer support or related fields.
- Strong technical background with API experience.
- Analytical skills to diagnose and solve customer problems.
- Proficiency in English and at least one other language, including Chinese.
- Excellent communication skills to engage effectively with clients.
- In-depth trading and API knowledge.
- Proven ability to articulate product and API solutions on the phone with clients.
- Experience in customer problem analysis and solutioning.
- Previous experience mentoring and guiding team members.
- Ability to liaise with sales and product teams to relay customer feedback.
- Previous experience in establishing onboarding and training programs.
- Strong expertise in remote team management.
- Proven ability to recruit and build high-performing teams.
- Experience in establishing KPI tracking systems and reporting.
- Ability to handle initial customer inquiries and provide basic technical troubleshooting.
Highlights of Perks and Benefits:
- Market competitive total compensation package
- 100% company paid individual medical, dental, & vision insurance coverage
- Training & Development Reimbursement
- PTO, company paid holidays, and flexible hours
- Parental Leave
- Employee Referral Bonus Program
OKX Statement:
The salary range for this position is $144,000 to $216,000. The salary offered depends on a variety of factors, including job-related knowledge, skills, experience, and market location. In addition to the salary, a performance bonus and long-term incentives may be provided as part of the compensation package, as well as a full range of medical, financial, and/or other benefits, dependent on the position offered. Applicants should apply via Okcoin and OKX internal or external careers site.
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Apply now:
This job is closed
Compensation: $144k - $216k
Location: CA San Jose, California, United States
This job is closed
Benefits: Pto, Vision Insurance, Dental Insurance, Medical Insurance
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Job Position and Company | Location | Tags | Posted | Apply |
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| San Jose, CA, United States | |||
| San Jose, CA, United States |