Customer Service Careers at OKX

Who We Are

OKX is a world-leading digital asset exchange, providing advanced financial services to traders worldwide leveraging blockchain technology.

Our platform offers spot & derivatives trading, helping traders optimize their strategy. It provides a safe, reliable, and stable environment for digital assets trading via web interface and mobile app by adopting GSLB, and distributed server clusters.

We believe blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the
global economy. We strive to achieve something that changes the world and never stop innovating and improving our customer experience.

About the Team:

This team is part of the Global Operations (G-Ops) Centre, home to specialized 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 prioritization 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 Manager/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 2 years of contact center
• Experience leading a team of minimum 8 diverse team members
• 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 other foreign languages a plus
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization 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.

Statement

OKX is committed to equal employment opportunities. Our diversity initiatives and strategies are designed to attract, develop, and advance the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status, or any other dimension of diversity. Our distinctive approach to diversity is based on a belief that we each have a personal accountability for success in this area.

We believe that our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be elevated and intentionally integrated into our work. We embrace difference and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company and our work. By promoting these values, we aim to create a positive work experience that encourages a sense of belonging.