Team Lead, Customer Service

3 Days ago • 3 Years +

About the job

Summary_{By Outscal}

Lead a team of customer service agents at OKX, a leading cryptocurrency exchange. You'll oversee daily operations, ensure high service quality, and manage team performance. Strong leadership, experience in call center environments, and fluency in English are essential.

Who We Are

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.

We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.

What You’ll Be Doing:

Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
Ensure good quality of services and strict adherence to processes.
Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
Participate in recruitment activities (screening, interviewing).
Day to day responsibilities include:
- Ensuring daily operation runs smoothly and timely reports to stakeholders during incidents
- Provide performance monitoring of KPIs, identify trends and issues in Service quality.
- Conduct weekly/monthly performance reviews with customer service agents.
- Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
- Conduct process update/improvement projects and workshops.
- Timely communicate business updates, policy changes, and any relevant information to stakeholders.
- Planning customer service agent's monthly schedules while managing daily shrinkages

What We Look For In You:

Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
Experience leading large (>15 members) and diverse teams.
Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
Fluency (Verbal & Written) in English is required – Mandarin is a plus.
Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
Willingly to work according to given schedule to support 24x7 operations.
Display ownership and accountability for offering solutions to benefit our customers and the business

Nice to Haves:

Working knowledge of CRM tools, such as Zendesk.
Basic computer knowledge: MS Office, MS Outlook and Internet Explorer and others applications like GA.
Flexible in working in shifts when required.
Familiar with crypto/finance-technology industry.