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

The role

You will manage day-to-day customer service operations to improve service quality, customer experience, and team efficiency. You will analyze customer service metrics, use AI to improve workflows, and collaborate with product and technology teams to solve business problems.

What you will do

• Manage day-to-day operations of the customer service team
• Monitor and analyze key customer service metrics
• Develop and drive improvement plans based on data
• Conduct data analysis and prepare business reports
• Leverage AI to improve work efficiency and build workflows
• Optimize customer service processes, SOPs, knowledge bases, and tools
• Collaborate with Product, Operations, and Technology teams

Required qualifications

• Bilingual proficiency in Mandarin and English
• Proficient in Excel and other data tools
• Proven experience using AI to improve work efficiency
• Experience in customer service, customer experience, or customer service operations
• Solid team management experience

Benefits

• Competitive remuneration package (Base Salary + Yearly Bonuses)
• Meal allowance
• Unlimited transport allowance (T&C apply)
• Monthly team building
• Fitness & wellness benefits per annum
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Assistance, opportunities for skill development, mentoring, and training programmes
• Employee engagement, recognition and appreciation program
• Multinational working environment

About the company

OKX is a leading crypto exchange and developer of OKX Wallet. It is part of OKG, a group that brings the value of Blockchain to users around the world.