Manager, Customer Service (Escalation & Trading Services, Mandarin Support) APAC

OKX; Kuala Lumpur; On-site; MYR 90,000 - 180,000; Full time

Benefits offered by this job

Yearly bonuses

Transport allowance

Team building

Wellness benefits

MRT TRX proximity

Insurance coverage

Career growth

Recognition program

Multinational environment

Job summary

OKX in Kuala Lumpur is seeking an experienced Customer Service Operations Manager to lead day-to-day activities, improve service quality, and boost team efficiency. You will analyze key metrics, build reports, drive data-informed decisions, and apply practical AI to automate tasks while collaborating with Product, Operations, and Technology to ensure timely project delivery. Strong Mandarin and English required, with a growth mindset and ownership.

Qualifications

• Strong judgment and problem-solving capabilities.
• Ability to analyze data and generate insights.
• Experience in customer service operations and team management.
• Proficient in AI tools to improve efficiency.

Responsibilities

• Manage day-to-day operations of the customer service team.
• Monitor metrics and identify root causes.
• Prepare business reports and support decision-making.
• Leverage AI to improve efficiency and workflows.
• Collaborate with Product, Ops, Technology to deliver projects.

Skills

Strong judgment & problem-solving

Data analysis

Bilingual Mandarin & English

Ownership & growth mindset

AI skills

Team management

Proactive process improvement

Tools

Excel

Job description

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What You'll Be Doing

Manage the day-to-day operations of the customer service team, continuously improving service quality, customer experience, and team efficiency.

Monitor and analyze key customer service metrics, identify issues and root causes through data, and develop and drive improvement plans.

Independently conduct data analysis, prepare business reports, and perform regular reviews to support team decision-making.

Proactively leverage AI to improve work efficiency, including data analysis, report generation, information processing, and building simple tasks or workflows.

Continuously optimize customer service processes, SOPs, knowledge bases, and productivity tools.

Collaborate with Product, Operations, Technology, and other teams to solve business problems and ensure high-quality, on-time project delivery.

What We Look For In You

Strong Judgment & Problem-Solving: Demonstrate strong comprehension and judgment, with the ability to quickly identify the core of a problem. Able to make sound assumptions based on experience, determine a reasonable path forward, and make high-quality decisions even when facing unfamiliar situations or incomplete information.

Hungry & Strong Drive: Demonstrate strong curiosity and a solution-oriented mindset, with a habit of digging into the “Why” behind problems. Proactively seek better solutions, mobilize resources across teams, drive issues through to resolution, and take ownership of results.

Bilingual proficiency in Mandarin and English as working languages: Able to communicate effectively in both written and spoken Mandarin and English, participate in bilingual meetings and work presentations, and regularly engage with Mandarin-speaking clients and stakeholders to ensure clear and effective communication.

Data Analysis: Proficient in Excel and other data tools , with the ability to independently perform data analysis, prepare reports, identify issues, and generate actionable business insights.

Practical AI Skills: Have proven experience using AI to improve work efficiency. Able to effectively use AI for data analysis, reporting, information summarization, and building simple AI-powered tasks or workflows.

Relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.

Strong ownership, self-motivation, and a growth mindset, with a willingness to continuously learn, innovate, and improve.

• Competitive remuneration package (Base Salary + Yearly Bonuses)
• Unlimited transport allowance (T&C apply)
• Monthly team building
• Fitness & wellness benefits per annum
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations

#LI-Onsite #LI-JC3

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