Manager, Customer Service (Escalation & Trading Services, Mandarin Support)

Location: APAC; onsite workplace near MRT TRX

Company

OKX is a crypto exchange and wallet provider offering access to crypto trading, decentralized applications, and institutional crypto markets.

What you will do

• Manage daily customer service operations and improve service quality, customer experience, and team efficiency.
• Monitor customer service metrics, identify root causes, and drive improvement plans.
• Conduct data analysis, prepare business reports, and perform regular operational reviews.
• Use AI for data analysis, reporting, information processing, and simple task or workflow automation.
• Optimize customer service processes, SOPs, knowledge bases, and productivity tools.
• Collaborate with Product, Operations, Technology, and other teams to solve business problems and deliver projects on time.

Requirements

• Strong comprehension, judgment, problem-solving ability, ownership, and a solution-oriented mindset.
• Mandarin and English must be usable as working languages for written and spoken communication, bilingual meetings, presentations, and communication with Mandarin-speaking clients and stakeholders.
• Proficiency in Excel and other data tools, with the ability to analyze data, prepare reports, identify issues, and generate business insights.
• Proven practical experience using AI for analysis, reporting, summarization, and simple AI-powered tasks or workflows.
• Relevant experience in customer service, customer experience, or customer service operations, plus team management experience.
• Self-motivation, accountability, a growth mindset, and willingness to continuously learn and improve.

Culture & Benefits

• Competitive base salary with yearly bonuses.
• Meal allowance and unlimited transport allowance, subject to terms and conditions.
• RM 3,500 annual training and wellness benefits.
• Insurance coverage for employees and dependants.
• Monthly team-building activities and employee recognition programs.
• Mentoring, training, skill development, and promotion opportunities in a multinational working environment.