Manager, Customer Service (Escalation & Trading Services, Mandarin Support)

OKX
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Ownership","Self-motivation","Growth mindset","Cross-team collaboration"]

Manage the day-to-day operations of a customer service team, driving improvements in service quality, customer experience, and team efficiency. Monitor and analyze key support metrics to identify issues and root causes, then create and execute improvement plans. Lead bilingual Mandarin/English reporting and reviews, apply AI to enhance productivity and reporting, optimize SOPs and knowledge bases, and collaborate with Product, Operations, and Technology to deliver high-quality, on-time outcomes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
OKX
OKX
4 days ago

Manager, Customer Service (Escalation & Trading Services, Mandarin Support)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Manage the day-to-day operations of a customer service team, driving improvements in service quality, customer experience, and team efficiency. Monitor and analyze key support metrics to identify issues and root causes, then create and execute improvement plans. Lead bilingual Mandarin/English reporting and reviews, apply AI to enhance productivity and reporting, optimize SOPs and knowledge bases, and collaborate with Product, Operations, and Technology to deliver high-quality, on-time outcomes.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day customer service team operations, continuously improving service quality, user experience, and team efficiency.
  • •Monitor and analyze customer service metrics to find issues and root causes, then develop and drive improvement plans.
  • •Conduct independent customer-service data analysis and business reporting, including regular reviews and retrospectives to support team decisions.
  • •Proactively use AI to improve efficiency across data analysis, report generation, information processing, and simple task/workflow building.
  • •Optimize customer service processes, SOPs, knowledge bases, and productivity tools; collaborate with Product, Operations, and Technology to solve business problems and ensure on-time delivery.

Pay and Benefits

Perks:Meal AllowanceCommuter BenefitsInsurance CoverageTraining Benefits

Key Requirements

  • •Strong judgment and problem-solving to identify root causes and determine a reasonable path forward with incomplete information.
  • •Bilingual proficiency in Mandarin and English for written/spoken communication, meetings, and presentations.
  • •Proficiency in Excel and data tools to perform independent analysis, reporting, and insight generation.
  • •Proven experience using AI to improve work efficiency, including data analysis, reporting, information summarization, and simple AI task/workflow building.
  • •Relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.
Experience:Customer service operationsCustomer experience
Skills:Problem-solvingOwnershipSelf-motivationGrowth mindsetCross-team collaboration
Languages:MandarinEnglish
Tech Stack:ExcelAI

Company Brief

OKX
Global cryptocurrency exchange and Web3 technology provider offering spot and derivatives trading, custody, wallet services, and blockchain infrastructure to retail and institutional users worldwide.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Victoria, Seychelles
Founded: 2017
WebsiteLinkedIn