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.
What You'll Be Doing
Manage the day-to-day operations of the customer service team, continuously improving service quality, customer experience, and team efficiency.
Monitor and analyze key customer service metrics, identify issues and root causes through data, and develop and drive improvement plans.
Independently conduct data analysis, prepare business reports, and perform regular reviews to support team decision-making.
Proactively leverage AI to improve work efficiency, including data analysis, report generation, information processing, and building simple tasks or workflows.
Continuously optimize customer service processes, SOPs, knowledge bases, and productivity tools.
Collaborate with Product, Operations, Technology, and other teams to solve business problems and ensure high-quality, on-time project delivery.
岗位职责:
负责客服团队日常运营管理，持续提升服务质量、用户体验及团队效率
关注并分析客服核心数据，通过数据发现问题、定位原因，并制定和推动改善方案
独立完成客服相关数据分析、业务报告及阶段性复盘，为团队决策提供支持
主动运用 AI 提升工作效率，包括数据分析、报告生成、信息处理及简单任务/工作流搭建
持续优化客服流程、SOP、知识库及相关效率工具
协同产品、运营、技术等团队解决业务问题，推动项目高质量、按时交付
What We Look For In You
Strong Judgment & Problem-Solving: Demonstrate strong comprehension and judgment, with the ability to quickly identify the core of a problem. Able to make sound assumptions based on experience, determine a reasonable path forward, and make high-quality decisions even when facing unfamiliar situations or incomplete information.
Hungry & Strong Drive: Demonstrate strong curiosity and a solution-oriented mindset, with a habit of digging into the “Why” behind problems. Proactively seek better solutions, mobilize resources across teams, drive issues through to resolution, and take ownership of results.
Bilingual proficiency in Mandarin and English as working languages: Able to communicate effectively in both written and spoken Mandarin and English, participate in bilingual meetings and work presentations, and regularly engage with Mandarin-speaking clients and stakeholders to ensure clear and effective communication.
Data Analysis: Proficient in Excel and other data tools, with the ability to independently perform data analysis, prepare reports, identify issues, and generate actionable business insights.
Practical AI Skills: Have proven experience using AI to improve work efficiency. Able to effectively use AI for data analysis, reporting, information summarization, and building simple AI-powered tasks or workflows.
Relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.
Strong ownership, self-motivation, and a growth mindset, with a willingness to continuously learn, innovate, and improve.
Convenient workplace (5 minutes walk from MRT TRX)
Insurance coverage for employees & dependants
Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
Employee engagement, recognition and appreciation program
Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations
#LI-Onsite #LI-JC3
Notice:
All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. If in doubt, please apply directly through our official careers website.
Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX's Candidate Privacy Notice.
Convenient workplace (5 minutes walk from MRT TRX)
Insurance coverage for employees & dependants
Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
Employee engagement, recognition and appreciation program
Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations
#LI-Onsite #LI-JC3
Notice:
All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated.