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Manager, Customer Service

Manager, Customer Service

1 Month ago • 3 Years + • Operations

About the job

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cross-functional

Job Description

As the Manager, Customer Service, you will be responsible for leading and managing a team of customer service professionals. Your role will involve overseeing all aspects of customer service operations, including formulating and improving workflows, developing service standards, managing customer complaints, and analyzing operational indicators. You will also be responsible for building and managing a high-performing team, ensuring customer satisfaction, and contributing to the company's overall success.

Must have:

Bachelor's degree or relevant experience
3+ years of customer service operations experience
Experience working with Reclame Aqui
Fluency in English and one European language
Experience leading large teams
Strong planning and interpersonal skills
Data-driven and detail-oriented
Strong analytical and communication skills
Hands-on mentality
Ability to work in a cross-functional environment
Proven experience in hiring, training, and people management

Good to have:

Local exchange experience
Enthusiasm for new technologies
Desire to adopt technologies for business improvement

Perks:

Competitive remuneration package
Yearly Performance Bonus
Growth and promotion opportunities
Skill development opportunities
Mentoring and training programs
Employee engagement and recognition program
Multinational working environment

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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:

Responsible for the team management, supervision and evaluation of customer service operations
To formulate and improve the workflow, business standards, management system and incentive policies of customer service operations to improve operational capacity
Continuously improve the level of service, improve customer feedback and solution process, all-around optimization of customer service quality
Develop and refine the customer service management processes, standards, systems, to ensure the quality of customer service management and constantly optimise the same time responsible for team building, day-to-day management
Manage customer complaint on various social media platforms and review platform
Monitor social media channels & review plaform for mentions, comments, and direct messages, and respond in a timely and professional manner
Regularly carry out the analysis of operational indicators, complete the analysis report organize and participate in the regular meeting
Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes

What We Look For In You:

Bachelor’s degree or relevant experience of at least 3 years of customer service operations and experience working with Reclame Aqui and their solutions. Local exchange experience is a plus.
Fluency (Verbal & Written) in English and in one of the European languages
Experience leading large (>20 members) and diverse teams
Strong planning and interpersonal skills as well as data-driven and detail-oriented personality
Strong analytical and communication skills and a hands-on mentality
Ability to work in a cross-functional environment and to lead complex operational initiatives
Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes
Proven experience and knowledge in effective hiring, training, coaching, and people management practices

Why Join Us?

Competitive remuneration package
Yearly Performance Bonus
Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
Employee engagement, recognition and appreciation program.
Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

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