Global Support Operations Lead – Crypto/Fintech

OKX Group; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Education subsidy

Team building programs

Meal allowances

Healthcare coverage

Job summary

OKX is seeking a Support Operations Lead to steer our global customer support function, partnering with Operations, Compliance, Product, and Marketing to uplift quality and regulatory compliance for offshore agents.

You will act as SME for the customer support experience, guiding teams on regulatory expectations and how to handle issues with care and accuracy, with a potential path to build a local CS team in the future.

Qualifications

• 5+ years of experience in customer operations, customer experience, or support leadership in fintech or financial services.
• Solid understanding of US financial regulation, consumer protection, and AML/KYC processes.
• Experience leading offshore support teams in high-growth or regulated environments.
• Exposure to customer-centric operations blending support, risk, compliance, and product feedback loops.
• Strong leadership and coaching ability to raise offshore team performance without direct line management.
• Excellent stakeholder management across compliance, product, marketing, and support teams.
• Operational problem-solver who turns user pain points into action plans.
• Process-driven with ability to design SOPs and knowledge base content.
• Excellent communicator capable of translating regulatory complexity into practical CS guidance.
• Analytical with KPIs to improve customer outcomes and support operations.
• L&D programs and education subsidy for growth; team-building programs; wellness and meal allowances; comprehensive healthcare schemes.

Responsibilities

• Represent the voice of the customer and act as SME for support needs, regulations, and expectations.
• Coach offshore CS teams to improve ticket handling, especially regulatory-sensitive cases (scam, ID verification).
• Partner with Compliance, Operations, and Legal to train offshore CS agents on local regulatory requirements.
• Manage high-priority and escalated customer cases with offshore agents and local teams.
• Improve KYC/AML workflows with CDD teams and reduce customer friction.
• Guide offshore CS on OKX Card support operations, including dispute handling and chargebacks per card program rules.
• Collaborate with Product and Marketing to inform CS of upcoming campaigns or product launches.
• Identify and resolve operational pain points in the customer journey.
• Develop SOPs, quick guides, and training content for offshore agents.
• Track CS metrics like resolution time, CSAT, escalation volume; plan improvements.
• Assist in scoping a potential local CS team and building it from ground up when needed.

Skills

Customer operations

Leadership coaching

Stakeholder management

Regulatory knowledge

Data-driven decisions

Job description

OKX is seeking a Support Operations Lead to steer our global customer support function, partnering with Operations, Compliance, Product, and Marketing to uplift quality and regulatory compliance for offshore agents.

You will act as SME for the customer support experience, guiding teams on regulatory expectations and how to handle issues with care and accuracy, with a potential path to build a local CS team in the future.