Manager, Customer Service (Escalation & Trading Services, Mandarin Support)
Core
Manage the day-to-day operations of the customer service team, focusing on service quality, customer experience, and team efficiency for a crypto exchange.
Role type
Senior Customer Service Operations Manager
Builds
Customer service operations, SOPs, knowledge bases, and efficiency workflows for OKX crypto exchange
Domain
Fintech / Cryptocurrency / Customer Support
Required skills
Team management, Data analysis, Problem-solving, Process optimization, AI application, Bilingual communication (Mandarin/English)
Preferred skills
Experience with crypto trading services, AI workflow automation
Technologies
Excel, AI tools
Responsibilities
Monitor and analyze key customer service metrics to identify issues and root causes, Collaborate with Product, Operations, and Technology teams to solve business problems, Independently conduct data analysis and prepare business reports to support decision-making, Continuously optimize customer service processes and productivity tools
Seniority
Manager, hands-on leadership
