Senior Analyst, Customer Service Operations

OKX; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player in the crypto space is seeking a Senior Analyst for Customer Service Operations. In this pivotal role, you will take ownership of data-driven initiatives, focusing on Payment Risk and Customer Service. You will leverage your analytical expertise to uncover trends and provide strategic recommendations to leadership. This position offers an exciting opportunity to mentor junior analysts while collaborating with cross-functional teams to enhance customer experience. Join a dynamic and diverse environment where your contributions will directly impact the future of crypto trading.

Benefits

Competitive remuneration package

Meal Allowance up to RM 500/month

Monthly Team Building

RM 2500 Benefits per annum

Convenient workplace (5 minutes walk from MRT TRX)

Excellent prospects for growth and promotion

Employee engagement and recognition program

Multinational working environment

Qualifications

• 3-5 years of experience in customer service or operations analytics.
• Advanced proficiency in SQL and Excel, including macros.
• Strong analytical and communication skills.

Responsibilities

• Lead analytical projects and deliver insights for strategic decisions.
• Conduct advanced trend analysis using SQL and BI tools.
• Mentor junior analysts and drive process improvements.

Skills

SQL

Excel

Data Analysis

Critical Thinking

Communication

Education

Bachelor's degree in Business Analytics

Bachelor's degree in Operations Management

Bachelor's degree in Statistics

Bachelor's degree in Computer Science

Tools

Power BI

Tableau

Zendesk

ServiceNow

Salesforce

Job description

Senior Analyst, Customer Service Operations

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 Do We Expect From You

As a Senior Analyst, Customer Service Operationsreporting to a Manager, you will take end-to-end ownership of data-driven initiatives across Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts.. With minimal supervision, you will independently identify key operational challenges, conduct advanced analyses, and translate complex datasets into strategic recommendations for leadership. You will mentor junior analysts, champion best practices in data analytics, and collaborate with stakeholders to drive scalable improvements and elevate customer experience.

Key Responsibilities

Independent Analytics Ownership: Lead discovery, design, and execution of analytical projects—sourcing data, crafting hypotheses, and delivering end-to-end insights that influence strategic decisions.

Advanced Trend & Root Cause Analysis: Use SQL, advanced Excel, and BI tools to uncover deep-dive trends, anomalies, and performance drivers; build predictive models to forecast operational risks.

Strategic Reporting & Storytelling: Develop executive-level reports and dashboards that succinctly communicate complex findings; present recommendations to senior leadership with confidence.

Process Leadership & Improvement: Initiate and drive process optimization initiatives; partner with cross-functional teams to implement changes that reduce contact volume, improve resolution speed, and enhance CSAT.

Mentorship & Best Practices: Coach and guide junior analysts on analytical techniques, data visualization standards, and project management; ensure adherence to data governance and quality protocols as part of day-to-day responsibilities.

Stakeholder Engagement: Cultivate strong relationships within GBS, Payment Risk, and Customer Service leads; proactively identify opportunities to support high-impact projects and influence operational strategy.

Qualifications

Required

Bachelor’s degree in Business Analytics, Operations Management, Statistics, Computer Science, or related field

3–5 years of hands-on experience in customer service or operations analytics within GBS, shared services, fintech, or related environments

Advanced proficiency in SQL, Excel (including macros and complex formulas), and at least one BI platform (Power BI, Tableau)

Strong analytical and critical thinking skills, with a proven ability to drive insights independently

Excellent communication and presentation skills, capable of engaging executive audiences

Demonstrated leadership in cross-functional collaboration and project execution

Preferred

Experience with ticketing systems (Zendesk, ServiceNow) and CRM platforms (Salesforce)

Background in customer service, payment risk operations, fraud detection, or compliance analytics

Knowledge of statistical modeling, machine learning concepts, or forecasting techniques

Certification in Lean Six Sigma or other continuous improvement methodologies

• Proficiency in Mandarin-Chinese.
• Competitive remuneration package (Basic Salary + Yearly Bonus).
• Meal Allowance up to RM 500/month
• Monthly Team Building
• RM 2500 Benefits per annum (Training & Wellness)
• Convenient workplace (5 minutes walk fromMRT TRX).
• 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-ZF1

#LI-ONSITE

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