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Lead Customer Experience Specialist

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Tbwa ChiatDay Inc Full time

OKX is a cutting-edge company shaping the future of cryptocurrency. As a Senior Manager of Customer Service, you will play a crucial role in overseeing daily operations and ensuring seamless delivery of our services. You will be responsible for developing strategic customer service workflows, business standards, and management systems to enhance operational efficiency.

Your Key Responsibilities:

  • Oversight of global customer service operations, ensuring high-quality service delivery and meeting performance metrics.
  • Strategic development of customer service workflows, business standards, management systems, and incentive policies to improve operational capacity.
  • Continuous improvement of service quality, focusing on customer feedback and solution processes while enhancing the customer experience on our platform.
  • Cultivating capability and operational excellence, monitoring team productivity and effectiveness.
  • Frequent collaboration with cross-functional stakeholders to design multifaceted solutions addressing product enhancements, operational process improvements, and more.
  • Identification and resolution of process bottlenecks and inefficiencies through innovative digital solutions.
  • Maintenance of regulatory compliance and adherence to operational procedures.

Required Qualifications:

  • Bachelor's degree or relevant experience in customer service operations and shared services is highly beneficial.
  • Fluency in English and Mandarin (for effective communication with Mandarin-speaking team members).
  • Experience leading large teams (over 100 members) and diverse groups.
  • Strong planning and interpersonal skills, as well as data-driven and detail-oriented personality traits.
  • Ability to navigate complex cross-functional environments and lead operational initiatives.
  • Strong analytical skills combined with the ability to delegate tasks effectively, achieving common objectives.
  • Willingness to provide hands-on assistance to the team when needed.
  • Enthusiasm for new technologies and a strong desire to leverage them to improve organizational effectiveness and business processes.
  • Proven experience and knowledge in effective hiring, training, coaching, and people management practices.