Okcoin is hiring a

Web3 Team Lead, Customer Service

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 dozens of 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, Hong Kong, Singapore and Japan, but we believe in you working wherever you work best.

About the Team:

Customer Service team is part of the Global Customer Service function. Our Global teams mainly located in Malta and Malaysia, operating 24x7 to ensure we are reachable by all our valued customers. The Customer Service team support and resolve all customer queries and feedback raised through our chat, ticketing, and emails which are in our customer relationship management (CRM) platform.

About the Opportunity:

The successful candidate will think big about the future of FinTech (Crypto, Blockchain, etc.) and how you can bring greater customer experience through the interactions. You’ll continuously look out for any other areas for improvement and engagement with customer. You will possess the ability and willingness to balance customer needs with business priorities and 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 willingness to roll up one's sleeves to get the job done. Most importantly, you’ll drive results and significantly grow the adoption of company’s products and features.

What You’ll Be Doing:

• Demonstrate strong people leadership skills in an operational environment
• Positively influence and contribute to the team culture
• Motivate, coach, and develop staff in the customer service
• Provide exceptional customer service via phone, email, live chat and social media
• Respond to customer complaints and escalate issues as necessary
• Show ownership and accountability for offering solutions to benefit our customers and the business
• Drive continuous improvement within the contact centre and the business
• Actively improve processes, workflows and service to our customers
• Proactively seeking solutions for potential issues

What We Look For In You:

• A bachelor's degree in social media management, marketing, customer service, or a related field.
• A minimum of 2 years' experience as a social media agent, customer service, or a similar role with 1 year of experience as people manager.
• Accountable leader with strong customer focus
• Ability to train team members and adapt to training >
• Ability to adapt to, and lead people through change
• Excellent written and verbal communication skills
• Ability to balance workload and schedules with multiple priorities
• Willingly to work according to given schedule to support 24x7 operations.

Nice to Haves:

• Experience using Zendesk
• Familiar with crypto/finance-technology industry
• Experience working with teams across global offices and time zones.

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: