APAC Customer Service Manager | Data-Driven & AI-Enabled

OKX; Hongkong; Hybrid; HKD 600,000 - 900,000; Full time

Benefits offered by this job

Unlimited transport allowance

Monthly team building

Training & wellness benefits

Nearby MRT TRX (5 minutes)

Insurance coverage for employees & dep

Growth & promotion opportunities

Employee recognition program

Multinational working environment

Job summary

OKX APAC in Hong Kong is seeking a proactive leader to manage the day-to-day operations of the customer service team, driving service quality and efficiency.

You will analyze metrics, build improvements, and leverage AI to automate data processing and reporting. Collaborate with Product, Operations, and Tech to deliver high-quality, timely solutions.

The role requires bilingual Mandarin and English, strong data skills, and a growth mindset with a focus on customer experience and team empowerment.

Qualifications

• Bilingual proficiency in Mandarin and English as working languages.
• Proficient in Excel and other data tools for analysis and reporting.
• Proven experience using AI to improve work efficiency.
• Experience in customer service or operations with team management.

Responsibilities

• Manage day-to-day operations of the customer service team and drive service quality and efficiency.
• Monitor and analyze key CS metrics, identify issues and root causes, and drive improvements.
• Conduct data analysis, prepare business reports, and support decision-making.
• Leverage AI to improve work efficiency in data analysis, reporting, and workflows.
• Optimize CS processes, SOPs, knowledge bases and productivity tools.
• Collaborate with Product, Operations, Technology, and other teams to ensure high-quality, on-time delivery.

Skills

Data analysis

AI skills

Bilingual Mandarin/English

Judgment & problem solving

Process improvement

Tools

Excel

Job description

OKX APAC in Hong Kong is seeking a proactive leader to manage the day-to-day operations of the customer service team, driving service quality and efficiency.

You will analyze metrics, build improvements, and leverage AI to automate data processing and reporting. Collaborate with Product, Operations, and Tech to deliver high-quality, timely solutions.

The role requires bilingual Mandarin and English, strong data skills, and a growth mindset with a focus on customer experience and team empowerment.