Senior Support Operations Manager (Crypto)

Location: Kuala Lumpur, Malaysia; other location: Singapore.

Company

OKX is a crypto exchange and developer of OKX Wallet, OKLink, and other blockchain products serving retail users and institutional customers.

What you will do

• Represent the customer voice and act as a subject matter expert on support needs, regulations, and customer expectations.
• Coach and guide offshore customer support teams, including support for regulatory-sensitive cases such as scams, fraud, and identity verification.
• Partner with Compliance, Operations, Legal, Product, Marketing, and Customer Due Diligence teams to improve training, KYC/AML workflows, customer communications, and ticket-volume planning.
• Manage high-priority and escalated cases and support OKX Card operations, including disputes, chargebacks, and cardholder issues.
• Identify customer journey pain points, develop SOPs, quick guides, and training materials, and track resolution time, CSAT, and escalation volume.
• Help scope, plan, and build a local customer support function if the business expands in that direction.

Requirements

• 5+ years of experience in customer operations, customer experience, or support leadership.
• Solid understanding of US financial regulation, consumer protection expectations, and AML/KYC processes.
• Experience working with or leading offshore support teams in a high-growth or regulated environment.
• Exposure to customer-centric operations that combine support, risk, compliance, and product feedback loops.
• Strong leadership and coaching skills, including improving offshore team performance without direct line management.
• Excellent stakeholder management skills across compliance, product, marketing, and support teams.
• Ability to turn customer pain points into operational action plans, design and implement SOPs and knowledge-base content, explain regulatory complexity in practical guidance, and use data and KPIs to improve customer outcomes.

Culture & Benefits

• Values include putting the team first, doing the right thing, and getting things done.
• Learning and development programs and an education subsidy.
• Team-building programs and company events.
• Wellness and meal allowances.
• Comprehensive healthcare coverage for employees and dependants.