Team Lead/manager, Customer Service

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology. OKX provides hundreds of token & futures trading pairs to help traders to optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe the blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve on our customer experience. **About this job**: As a Customer Service Operations Manager, your main responsibilities include overseeing and optimizing customer service operations, managing complaints on social media platforms, and ensuring adherence to service quality standards. You will collaborate with cross-functional teams, conduct performance reviews, and participate in recruitment activities. Additionally, you will contribute to process improvement projects, deliver training sessions, and effectively communicate business updates to stakeholders. **What You'll Be Doing**: - Overseeing Customer Service Operations, including monitoring and reporting metrics such as productivity, response speed, and any metric that affects the service quality. - Manage customer complaint on various social media platforms, including but not limited to Facebook, Twitter, Instagram, LinkedIn, and YouTube. - Monitor social media channels for mentions, comments, and direct messages, and respond in a timely and professional manner. - Ensure good quality of services and strict adherence to processes. - Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service - Participate in recruitment activities (screening, interviewing) - Day to day responsibilities include: - Provide performance monitoring of KPIs, identify trends and issues in Service quality - Conduct weekly, monthly, and quarterly performance reviews - Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training. - Conduct process update/improvement projects and workshops - Timely communicate business updates, policy changes, and any relevant information to stakeholders **What We Look For In You**: - Bachelor's degree or relevant experience of at least 3 years in managing complaints via social media channels. - Experience leading large (>20 members) and diverse teams - Strong planning and interpersonal skills as well as process-driven and detail-oriented personality - Ability to work in a cross-functional environment and to lead complex operational initiatives - Fluency (Verbal & Written) in English is required - Mandarin is a plus - Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes. - Proven experience and knowledge in effective hiring, training, coaching, and people management practices **Nice to Haves**: - Experience working with teams across global offices and time zones. - Flexible in working in shifts when required. **Why Join Us?** - Competitive remuneration package (Basic Salary + Generous KPI bonus program + Shift Allowance + Annual Increment). - Meal Allowance up to RM 500/month - Monthly Team Building - RM 2500 Benefits per annum (Training & Wellness) - Yearly Bonus - Hybrid work arrangements - Convenient workplace (5 minutes walk from MRT TRX). - 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.