Senior Support Operations Manager
Core
Lead and coach global offshore Customer Support teams to improve quality, efficiency, and regulatory compliance for a crypto exchange.
Role type
Senior Support Operations Manager (Strategic Lead)
Builds
Offshore CS function quality, SOPs, training materials, and future local CS team structure
Domain
Fintech / Crypto / Financial Services
Required skills
Leadership and coaching, Stakeholder management, Regulatory compliance (AML/KYC), Process design (SOPs), Data analysis, Cross-functional collaboration
Preferred skills
Fintech/crypto industry experience, Offshore team management, US financial regulation knowledge
Technologies
None stated
Responsibilities
Coach offshore CS teams on ticket handling and regulatory cases; Partner with Compliance/Legal on agent training; Manage escalated customer cases; Liaise with CDD teams on KYC/AML workflows; Act as SME for OKX Card support operations; Inform CS of product changes; Identify operational pain points; Develop SOPs and training materials; Track CS metrics (resolution time, CSAT, escalation volume); Scope and plan future local CS team.
Seniority
Senior, hands-on IC with strategic scope