Global Support Operations Lead (FinTech)

OKX; Kampung Malaysia Tambahan; On-site; MYR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive pay

Education subsidy

Team events

Wellness allowances

Healthcare coverage

Job summary

OKX, a leading crypto exchange, seeks a Support Operations Lead to guide global Customer Support. You will partner with Operations, Compliance, Product, and Marketing to uplift quality, efficiency, and regulatory compliance of offshore CS agents.

As SME for customer support, you will coach offshore teams on regulatory-sensitive cases, improve KYC/AML workflows, and help plan a future local CS function. This is a strategic, high-impact role with opportunities for scale.

Qualifications

• 5+ years of experience in customer operations, customer experience, or support leadership.
• Solid understanding of US financial regulation, consumer protection expectations, and AML/KYC processes.
• Experience leading offshore support teams in a high-growth or regulated environment.

Responsibilities

• Represent the voice of the customer within the business and act as SME for support needs, regulations, and expectations.
• Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive cases (e.g., scam/fraud, ID verification).
• Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements.
• Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams.
• Liaise with Customer Due Diligence (CDD) teams to improve KYC/AML workflows for customers and reduce customer friction.
• Act as SME for OKX Card support operations — guiding offshore CS on dispute handling, chargeback processes, and cardholder issue resolution in line with card program compliance requirements.
• Work closely with Product and Marketing teams to proactively inform CS of upcoming campaigns, changes, or product launches that may drive ticket volume.
• Identify operational pain points in the customer journey and work cross-functionally to resolve or escalated them.
• Develop SOPs, quick guides, and training materials to help offshore agents respond more effectively to users.
• Track key CS metrics such as resolution time, CSAT, and escalation volume to measure success and identify improvement areas.
• If the business moves toward a local CS team in the future, help scope, plan, and build this function from the ground up.

Job description

OKX, a leading crypto exchange, seeks a Support Operations Lead to guide global Customer Support. You will partner with Operations, Compliance, Product, and Marketing to uplift quality, efficiency, and regulatory compliance of offshore CS agents.

As SME for customer support, you will coach offshore teams on regulatory-sensitive cases, improve KYC/AML workflows, and help plan a future local CS function. This is a strategic, high-impact role with opportunities for scale.