Senior Support Operations Manager

<div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="Kpucdjv7JoAcSZxSf7PuRl5Yscb" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb"> <div data-page-id="PNNZdiw4Yo1ZOmx8btbucw8qsLG" data-lark-html-role="root" data-docx-has-block-data="false"> <div data-page-id="PNNZdiw4Yo1ZOmx8btbucw8qsLG" data-lark-html-role="root" data-docx-has-block-data="false">&nbsp;</div> <h2 class="heading-2 ace-line old-record-id-ARMWdtKDIowwlyxaSOuuzEqssIf"><strong>Who We Are</strong></h2> <div data-page-id="Kpucdjv7JoAcSZxSf7PuRl5Yscb" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb">At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.</div> <div class="ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb">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.</div> <div class="ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb">Across our multiple offices globally, we are united by our core principles:&nbsp;<em>We Before Me</em>, <em>Do the Right Thing</em>, and <em>Get Things Done</em>. 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.</div> </div> </div> </div> <div class="ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb"> <div data-page-id="PNNZdiw4Yo1ZOmx8btbucw8qsLG" data-lark-html-role="root" data-docx-has-block-data="false"> <h2 class="heading-2 ace-line old-record-id-PiRwdXFmiomeQDxx0RUuDGJ1sag"><strong>About the Opportunity</strong></h2> <div class="ace-line ace-line old-record-id-NrSYd8kjeoNTrexRDNsuNpZOsMd"> <div data-page-id="Jogdd7clOomuzoxIXpwl1SrWgJV" data-lark-html-role="root" data-docx-has-block-data="false"> <div class=" old-record-id-doxlg9v0QSGrmFaqasO463v7S8b">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.</div> <div class=" old-record-id-doxlg9v0QSGrmFaqasO463v7S8b">&nbsp;</div> <div class=" old-record-id-doxlg9v0QSGrmFaqasO463v7S8b">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.</div> </div> </div> <div class="ace-line ace-line old-record-id-NQ1gdeOLNoEsm2xDroWukiwGs3g">&nbsp;</div> <div class="ace-line ace-line old-record-id-GEUbd7sWzobkyGxnNNAufQyQsXe">&nbsp;</div> <h2 class="heading-2 ace-line old-record-id-HytwdMMd1o5PQtxqi9QudDSMsWV"><strong>What You’ll Be Doing</strong><strong> </strong></h2> <div data-page-id="Jogdd7clOomuzoxIXpwl1SrWgJV" data-lark-html-role="root" data-docx-has-block-data="false"> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-doxlgn35In6l2hIZBHMhRb1DPbI" data-list="bullet"> <div>Represent the voice of the customer within the business and act as SME for support needs, regulations, and expectations.</div> </li> <li class="ace-line ace-line old-record-id-doxlga22ogIRbwGZ3zqQ0Zs7Mpf" data-list="bullet"> <div>Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive cases (e.g., scam/fraud, ID verification).</div> </li> <li class="ace-line ace-line old-record-id-doxlgefwQpoEXmv3dS1qAxYoRSg" data-list="bullet"> <div>Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements.</div> </li> <li class="ace-line ace-line old-record-id-doxlgR2lsq0mCWAvN2xslvIL1Ch" data-list="bullet"> <div>Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams.</div> </li> <li class="ace-line ace-line old-record-id-doxlg418cxE8FuK81U0ykMydjfy" data-list="bullet"> <div>Liaise with Customer Due Diligence (CDD) teams to improve KYC/AML workflows for customers and reduce customer friction.</div> </li> <li class="ace-line ace-line old-record-id-JACRdhW3Io9QmUxm3Wnl9U8Wg3c" data-list="bullet"> <div>Act as SME for OKX Card support operations — guiding offshore CS on dispute handling, chargeback processes, and cardholder issue resolution in line with card program compliance requirements.</div> </li> <li class="ace-line ace-line old-record-id-doxlge0dY5GZXj1Dy2beIJZqoUd" data-list="bullet"> <div>Work closely with Product and Marketing teams to proactively inform CS of upcoming campaigns, changes, or product launches that may drive ticket volume.</div> </li> <li class="ace-line ace-line old-record-id-doxlgglJbzTn54OY6UZmMdMhd4d" data-list="bullet"> <div>Identify operational pain points in the customer journey and work cross-functionally to resolve or escalate them.</div> </li> <li class="ace-line ace-line old-record-id-doxlgoXYwAClgasVrGHmk36p15f" data-list="bullet"> <div>Develop SOPs, quick guides, and training materials to help offshore agents respond more effectively to users.</div> </li> <li class="ace-line ace-line old-record-id-doxlgfMQvIESBp1Vxg65LnzS2Xc" data-list="bullet"> <div>Track key CS metrics such as resolution time, CSAT, and escalation volume to measure success and identify improvement areas.</div> </li> <li class="ace-line ace-line old-record-id-doxlgKxQgY52zwU6v3DD9oaDvFe" data-list="bullet"> <div>If the business moves toward a local CS team in the future, help scope, plan, and build this function from the ground up.</div> </li> </ul> </div> <div class="ace-line ace-line old-record-id-Gy4ydICWpol34Hxzjdhu4zdVshg">&nbsp;</div> <h2 class="heading-2 ace-line old-record-id-ZvAmdvgIGoKyiHxjBTiu68Kcs9d"><strong>What We Look For In You </strong></h2> <div data-page-id="Jogdd7clOomuzoxIXpwl1SrWgJV" data-lark-html-role="root" data-docx-has-block-data="false"> <h2 class="heading-2 ace-line old-record-id-doxlggeYWu8y4wOFUph8fNyPRsg">Experience &amp; Industry Knowledge</h2> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-doxlg52yoKrjYVWn7vrYxlxIpLg" data-list="bullet"> <div>5+ years of experience in customer operations, customer experience, or support leadership, ideally within fintech, crypto, or financial services.</div> </li> <li class="ace-line ace-line old-record-id-doxlg6b9BWN6mszh3ag6HoxRKff" data-list="bullet"> <div>Solid understanding of US financial regulation, consumer protection expectations, and AML/KYC processes.</div> </li> <li class="ace-line ace-line old-record-id-doxlgpFM1MraEHsKuqhBUzak5pd" data-list="bullet"> <div>Experience working with or leading offshore support teams in a high-growth or regulated environment.</div> </li> <li class="ace-line ace-line old-record-id-doxlgzAwwaesiTCy1DdCH1yG6Ze" data-list="bullet"> <div>Exposure to customer-centric operations functions — blending support, risk, compliance, and product feedback loops.</div> </li> </ul> <h2 class="heading-2 ace-line old-record-id-doxlgK5DgFeJRL5JK1vqNlnNsAc">Skills &amp; Competencies</h2> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-doxlgZ0dEGrRqkDVwcea8HKWojb" data-list="bullet"> <div>Strong leadership and coaching ability, with a focus on raising offshore team performance without direct line management.</div> </li> <li class="ace-line ace-line old-record-id-doxlgwSAcv2a2jcTgCCb6zbvFy3" data-list="bullet"> <div>Excellent stakeholder management skills — ability to work across compliance, product, marketing, and support teams.</div> </li> <li class="ace-line ace-line old-record-id-doxlgwqVcFWy2EHvZrRTBW5Nw2g" data-list="bullet"> <div>Operationally minded — you're a problem-solver who can turn user pain points into action plans.</div> </li> <li class="ace-line ace-line old-record-id-doxlgBZqd277jhQLMPTG6Qk1UIh" data-list="bullet"> <div>Process-driven — capable of designing and implementing SOPs and knowledge base content.</div> </li> <li class="ace-line ace-line old-record-id-doxlgxrKUxIx8KlveYTkja73sgd" data-list="bullet"> <div>Excellent communicator — able to distill regulatory complexity into practical CS guidance.</div> </li> <li class="ace-line ace-line old-record-id-doxlgtdTIsfPqdXCTIsqIglgNVf" data-list="bullet"> <div>Analytical — confident using data and KPIs to improve customer outcomes and support operations.</div> </li> </ul> </div> <div class="ace-line ace-line old-record-id-UhJ9dmqAXoYf0Rxmj2MuiHGesRc">&nbsp;</div> <div class="ace-line ace-line old-record-id-Pyddd7YwWoyKAJxFqgSutn7YsFc">&nbsp;</div> <h2 class="heading-2 ace-line old-record-id-CmqsdZ2GTo6Z9VxuHx4ugzRRsm3"><strong>Perks &amp;<span style="font-size: 18pt;"> Benefits </span></strong></h2> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-XvQudJ7z0ouSnuxOibouMkKzsCc" data-list="bullet"> <div>Competitive total compensation package</div> </li> <li class="ace-line ace-line old-record-id-GAzBdJXxLo291PxrthXurPeds4g" data-list="bullet"> <div>L&amp;D programs and Education subsidy for employees' growth and development</div> </li> <li class="ace-line ace-line old-record-id-CKPxdgHeoosenzxCpV2uV32ysz0" data-list="bullet"> <div>Various team building programs and company events</div> </li> <li class="ace-line ace-line old-record-id-XjPSdIa92oGeLox9Qo9uejVEs4c" data-list="bullet"> <div>Wellness and meal allowances&nbsp;</div> </li> <li class="ace-line ace-line old-record-id-CS34dAJCDoMDHxx95pZu43yjsxB" data-list="bullet"> <div>Comprehensive healthcare schemes for employees and dependants</div> </li> <li class="ace-line ace-line old-record-id-Uqtsd4bN8oaHt7xyPlYuxmfcsob" data-list="bullet"> <div>More that we love to tell you along the process!</div> </li> </ul> <div class="ace-line ace-line old-record-id-JGIsdeznCo2qpfxJAqkuViMfsHS">&nbsp;</div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div><div class="content-conclusion"><div data-lark-html-role="root"><span class="text-only" data-eleid="18"><span class="text-only"><span class="text-only" data-eleid="6">Notice:<br></span></span></span> <div data-lark-html-role="root"><span class="text-only" data-eleid="26"><span class="text-only">All official </span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">OKX</span><span class="text-only"> vacancies are published on this website.</span></span> <span class="text-only" data-eleid="28"><span class="text-only">While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. </span></span><strong><span class="text-only" data-eleid="29"><span class="text-only">If in doubt, please apply directly through our official careers website.</span></span></strong></div> </div> <div data-lark-html-role="root"><span class="text-only" data-eleid="18"><span class="text-only">Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to&nbsp;</span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">OKX</span><span class="text-only">'s </span></span><a class="link rich-text-anchor __anchor-intercept-flag__ text-content-link" href="https://www.okx.com/en-eu/help/okx-candidate-privacy-notice" target="_blank" data-eleid="19" data-lark-is-custom="true" data-lark-link="true">Candidate Privacy Notice</a><span class="text-only" data-eleid="20"><span class="text-only">.</span></span></div></div>