Senior Specialist, Customer Service (User Experience, Mandarin Support)

OKX; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading crypto exchange is seeking a User Experience Optimization Manager in Kuala Lumpur. This role involves optimizing user experience through data analysis, leading customer service optimization projects, and enhancing operational efficiency. Candidates should have a passion for customer service, strong communication skills, and be fluent in English and Chinese. Competitive benefits include training and wellness perks, meal allowances, and a friendly multinational working environment.

Benefits

Meal allowance up to RM 500/month

Unlimited transport allowance

Monthly team building

RM 3,500 training & wellness benefits per annum

Yearly bonus

Insurance coverage for employees & dependants

Excellent prospects for growth and promotion

Employee engagement and recognition programs

Multinational working environment

Qualifications

• Experience in customer experience or analytics roles within a large customer service center.
• Ability to analyze operational data and propose solutions.
• Fluent in English and Chinese (Mandarin) for communication with Mandarin-speaking counterparts.

Responsibilities

• Optimize user experience based on feedback and data analysis.
• Lead optimization projects within the customer service center.
• Enhance processes to boost efficiency and improve user experience.

Skills

Customer service passion

Data analysis

Strong communication

Adaptability

Teamwork

Education

Bachelor's degree or equivalent

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:

• User Experience Optimization
• Collect and analyze user feedback and behavior data to identify customer needs and pain points, propose and implement experience optimization solutions.
• Combine data analysis with user research to continuously improve the customer experience and enhance customer satisfaction.
• Provide data support and feedback to help the team continually refine service strategies and optimize the customer journey.
• Project Management & Execution
• Lead customer service center optimization projects, driving process improvements and skill group adjustments based on KPIs (e.g., call connection rate, satisfaction score) to ensure measurable results.
• Monitor fluctuations in key metrics, analyze root causes, and propose optimization plans to ensure service quality.
• Process & Efficiency Enhancement
• Analyze existing processes (such as ticket handling) to identify bottlenecks and develop improvement plans.
• Lead initiatives such as SOP standardization and cross-department collaboration mechanism building to boost efficiency and improve user experience.

What We Look For in You:

• Passionate about customer service and the cryptocurrency industry, with the ability to quickly adapt and engage in in-depth business research and practice.
• Experience in customer experience, analytics, or similar roles within a large-scale customer service center or in the same industry.
• Strong learning ability and self-motivation, with the capacity to stay updated on and master industry trends and technological developments.
• Excellent communication skills and teamwork abilities, with the capability to coordinate cross-departmental collaboration.
• Able to independently analyze operational data, identify problems, and propose effective solutions.
• Excellent spoken and written in English and Chinese as the role requires to deal with China Mandarin speaking counterparts.
• Flexible and willing to work shifts based on business requirements.
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Yearly bonus
• 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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