Manager, Customer Service (Mandarin & English Support)

8 Hours ago • 5 Years +

About the job

Summary_{By Outscal}

Manage a team resolving complex Web3 issues. 5+ years experience managing customer service teams, proficient in English & Mandarin, strong problem-solving skills, and proven ability to design & implement processes.

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 receiving, following up, and resolving complex issues related to Web3, ensuring no issues are overlooked and all are resolved in a closed-loop manner.
Proactively identify problems and promote solutions through product and process optimization to enhance user experience.
Provide accurate advice when collaborating with the product team and accurately evaluate the optimization decisions proposed by the development team.
Strong ability to promote problem-solving and develop comprehensive related processes to drive team development.
Communicate across departments, coordinate with others, and lead the team to achieve goals.

What We Look For in You:

Full-time bachelor's degree or above, with more than 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/ Hong Kong Mandarin speaking counterparts.
Relevant experience and ability in data analysis, proficient in using software such as Office and XMind.
Strong logical thinking and problem analysis skills, with a thorough understanding of the business field and the ability to identify the root cause of problems.
Ability to independently complete SOP formulation and process design, ensuring feasibility and executability of the designed processes.
Proactive work attitude, strong stress tolerance, good communication and coordination skills.
Willing to work in Tun Razak Exchange, walking distance to MRT TRX.

Benefits & Perks:

Competitive remuneration package (Basic Salary + Annual Increment).
Meal allowance up to RM 500/ month
Unlimited transport allowance (T&C apply)
Monthly team building
RM 2,500 training & wellness benefits per annum
Yearly bonus
Convenient workplace (5 minutes walk from MRT TRX)
Insurance coverage for employees & dependants
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