Senior Support Operations Manager

Amit érdemes tudni

• Irodai · Ismeretlen
• Nincs elég földrajzi bizonyíték a magyarországi jogosultsághoz.
• Szint: Manager
• Fizetés: nem közölt

Helyszín és jogosultság

Nincs elég földrajzi bizonyíték a magyarországi jogosultsághoz.

Kuala Lumpur, Malaysia

Megbízhatóság: 34%. A végső döntés a munkáltatóé – mindig olvasd el az eredeti hirdetést.

Pozíció

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

About the Opportunity

As OKX US continues to grow, we are looking for a Support Operations Lead to join our Business Management team, with a focus on leading and coaching our global Customer Support (CS) function to better serve OKX users. Rather than being a direct member of the CS team, you’ll work alongside Operations, Compliance, Product, and Marketing stakeholders to uplift the quality, efficiency, and regulatory compliance of our offshore CS agents.

You’ll act as a subject matter expert (SME) for all things within the customer support experience — helping offshore agents understand local customer expectations, regulations, and how to handle issues with care and accuracy. This is a strategic and high-impact role, laying the groundwork for improved CS experience and potentially a local team in the future.

What You’ll Be Doing

Represent the voice of the customer within the business and act as SME for support needs, regulations, and expectations.

Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive cases (e.g., scam/fraud, ID verification).

Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements.

Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams.

Liaise with Customer Due Diligence (CDD) teams to improve KYC/AML workflows for customers and reduce customer friction.

Act as SME for OKX Card support operations — guiding offshore CS on dispute handling, chargeback processes, and cardholder issue resolution in line with card

Rövidített kivonat. A teljes leírás és a jelentkezés a munkáltató oldalán érhető el.