Senior Team Lead, Customer Service (Escalation & Trading Service, Mandarin Support)

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

Job summary

A leading crypto exchange in Kuala Lumpur is seeking a Customer Service Team Manager to lead a multinational team, ensuring efficient issue resolution and user experience optimization. Candidates should have at least 5 years of team management experience, fluency in English and Mandarin, and adaptability to a 24/7 work schedule. The role offers competitive remuneration and numerous growth opportunities.

Benefits

Competitive remuneration package

Meal allowance up to RM 500/month

Unlimited transport allowance

Monthly team building

RM 3,500 training & wellness benefits per annum

Employee insurance coverage

Excellent promotion prospects

Qualifications

• 5 years of experience in managing customer service teams.
• Experience in managing multinational teams preferred.
• Willingness to work 24/7 rotational shifts.

Responsibilities

• Receive, follow up on, and resolve complex issues.
• Identify problems and drive solutions for optimization.
• Communicate and coordinate across departments.

Skills

Excellent command of spoken and written English

Excellent command of Mandarin

Strong data analysis skills

Strong communication and coordination skills

Proactive work attitude

Stress tolerance

Education

Full-time Diploma or Bachelor's Degree

Job description

Who We Are

OKX is a leading crypto exchange and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). We are a trusted brand with institutions seeking access to crypto markets, backed by our Proof of Reserves. Across our offices globally, we are united by our core principles: We Before Me, Do the Right Thing, Get Things Done. These values drive our culture and environment for every OK-er. OKX is part of OKG, a group bringing Blockchain value to users worldwide through our products OKX, OKX Wallet, OKLink and more.

What You'll Be Doing

• Responsible for receiving, following up on, and resolving complex issues, ensuring nothing is missed and all problems are resolved thoroughly.
• Proactively identify problems and drive solutions through product or process optimization to enhance user experience.
• Communicate across departments, coordinate with others, and lead the team to achieve goals.
• Develop and improve relevant systems and processes to support team development.

What We Look For in You

• Full-time Diploma or above (Bachelor's Degree preferred), with over 5 years of experience in managing customer service teams. Experience in managing multinational teams is preferred.
• Excellent command of spoken and written English and Mandarin as the role requires to deal with China Mandarin speaking counterparts.
• Must be willing to work according to assigned schedules and adapt to 24/7 rotational shift work.
• Strong data analysis and logical thinking skills.
• Proactive work attitude, strong stress tolerance, good communication and coordination skills.
• Willing to work in Tun Razak Exchange, walking distance to MRT TRX.
• Competitive remuneration package (Base Salary + KPI Allowance + Shift Allowance + Yearly Bonuses)
• Meal allowance up to RM 500/month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & 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 assistance, opportunities for skill development, mentoring, and training programmes
• Employee engagement, recognition and appreciation program
• Multinational working environment: opportunity to interact with colleagues from diverse backgrounds

Information collected and processed as part of the recruitment process is subject to OKX's Candidate Privacy Notice.