Senior Support Operations Manager

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

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.

About the Opportunity

As OKX US continues to grow, we are looking for a Support Operations Lead to join our Business Management team, with a focus on leading and coaching our global Customer Support (CS) function to better serve OKX users. Rather than being a direct member of the CS team, you’ll work alongside Operations, Compliance, Product, and Marketing stakeholders to uplift the quality, efficiency, and regulatory compliance of our offshore CS agents.

You’ll act as a subject matter expert (SME) for all things within the customer support experience — helping offshore agents understand local customer expectations, regulations, and how to handle issues with care and accuracy. This is a strategic and high-impact role, laying the groundwork for improved CS experience and potentially a local team in the future.

What You’ll Be Doing

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 elevate 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.

What We Look For In You

Experience & Industry Knowledge

5+ years of experience in customer operations, customer experience, or support leadership, ideally within fintech, crypto, or financial services.

Solid understanding of US financial regulation, consumer protection expectations, and AML/KYC processes.

Experience working with or leading offshore support teams in a high-growth or regulated environment.

Exposure to customer-centric operations functions — blending support, risk, compliance, and product feedback loops.

Strong leadership and coaching ability, with a focus on raising offshore team performance without direct line management.

Excellent stakeholder management skills — ability to work across compliance, product, marketing, and support teams.

Operationally minded — you're a problem-solver who can turn user pain points into action plans.

Process-driven — capable of designing and implementing SOPs and knowledge base content.

Excellent communicator — able to distill regulatory complexity into practical CS guidance.

Analytical — confident using data and KPIs to improve customer outcomes and support operations.

L&D programs and Education subsidy for employees' growth and development

Various team building programs and company events

Wellness and meal allowances

Comprehensive healthcare schemes for employees and dependants

More that we love to tell you along the process!

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