Global Support Operations Lead

OKX Group; Singapore; In loco; SGD 90.000 - 150.000; Tempo pieno

Vantaggi offerti da questo lavoro

L&D & Education subsidy

Team building events

Wellness & meal allowances

Comprehensive healthcare for employees

Descrizione del lavoro

OKX Group is seeking a Support Operations Lead to guide our global Customer Support function. You will shape how offshore teams handle regulatory-sensitive cases and collaborate with Compliance, Operations, Product, and Marketing to uplift CS quality and efficiency.

This role acts as SME for the customer experience and regulatory expectations, with potential for building a local CS team in the future. Strong leadership and data-driven improvements are essential.

Competenze

• 5+ years of experience in customer operations, customer experience, or support leadership.

Mansioni

• 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.
• 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 CDD teams to improve KYC/AML workflows for customers and reduce customer friction.
• 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.

Descrizione del lavoro

OKX Group is seeking a Support Operations Lead to guide our global Customer Support function. You will shape how offshore teams handle regulatory-sensitive cases and collaborate with Compliance, Operations, Product, and Marketing to uplift CS quality and efficiency.

This role acts as SME for the customer experience and regulatory expectations, with potential for building a local CS team in the future. Strong leadership and data-driven improvements are essential.