Manager, Customer Service

Job description:

Description

Who We AreAt 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 team management, supervision and evaluation of Europe customer service operationsTo 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 services, focus on customer feedback and solution processes, while complementing customer journey on our platform.Develop and refine the customer service management processes, standards, and systems, to ensure the quality of customer service management and responsible for team building, and day-to-day management.Monitor social media channels & review platforms 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 meetings such as MBR and QBR.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.Stay updated on competitive products. Conduct analysis and provide insights for product upgrades and optimizations.

Requirements

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 & Polish, German, Italian, Spanish (Either one of the languages) is required.Experience leading large (>50 members) and diverse teams.Knowledge of Europe’s financial regulatory rules & operations.Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.Strong analytical and communication skills. Ready to provide hands-on assistance to the team when needed.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.Open to working in the Budapest office once it is established in the future. Nice to have:Familiarity with cryptocurrency and/or finance-technology industry.Familiarity with the ISO standards relevant to our industry, leading or significantly contributing to developing and implementing the necessary policies and procedures.COPC, Six Sigma or other form of certification related to operations excellence.Experience and flexibility working with diversified teams across global offices and time zones.

Offer

Why Join Us?Competitive remuneration packageYearly Performance BonusExcellent 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.