Senior Support Operations Manager
OKX is a leading global cryptocurrency exchange offering a wide range of trading services, including spot and derivatives trading, as well as Web3 solutions.
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About OKX
OKX is a global cryptocurrency exchange known for its trading services and financial products. The platform offers a wide range of features, including spot and derivatives trading, staking services, and a user-friendly interface suitable for both beginners and experienced traders.
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Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as a customer-support subject-matter expert and coach offshore support teams on local expectations, regulations, and sensitive cases. You will manage escalations, improve KYC and AML workflows, guide card-support operations, develop training materials and SOPs, and use support metrics to improve customer outcomes.
Requirements
- 5+ years of experience in customer operations, customer experience, or support leadership
- Understanding of US financial regulation, consumer protection expectations, and AML/KYC processes
- Experience working with or leading offshore support teams in a high-growth or regulated environment
- Experience across support, risk, compliance, and product feedback loops
- Leadership and coaching ability
- Stakeholder management skills
- Ability to design and implement SOPs and knowledge-base content
- Ability to translate regulatory complexity into support guidance
- Ability to use data and KPIs to improve support operations
Responsibilities
- Represent the customer voice and act as a subject-matter expert for support needs, regulations, and expectations
- Coach offshore support teams on ticket handling and regulatory-sensitive cases
- Partner with Compliance, Operations, and Legal on regulatory training
- Manage high-priority and escalated customer cases
- Improve KYC and AML workflows with Customer Due Diligence teams
- Guide card-support operations, dispute handling, chargebacks, and cardholder issue resolution
- Coordinate with Product and Marketing on changes that may affect ticket volume
- Identify and resolve operational customer-journey pain points
- Develop SOPs, quick guides, and training materials
- Track resolution time, CSAT, and escalation-volume metrics
- Help scope and build a local customer-support function if needed
Benefits
- Education subsidy
- Team-building programs and company events
- Wellness and meal allowances
- Comprehensive healthcare schemes for employees and dependants