About the company
About OKX OKX is a leading crypto trading app, and a Web3 ecosystem. Trusted by more than 20 million global customers in over 180 international markets, OKX is known for being the fastest and most reliable crypto trading app of choice for investors and professional traders globally. Our Singapore office is a Product and Engineering hub and we are in the progress of expanding our teams in Singapore for the continuous growth of our global business. We build and maintain core trading platform with millions of daily active users. Design, Product and Engineering teams work cross-functionally to identify customer needs, and ship high-quality new features through fast iterations.
Job Summary
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. Report incidents to stakeholders in a timely manner. 📍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. 📍Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner. 📍Planning customer service agent's monthly schedules while managing daily shrinkages. 📍Help mapping process/product improvement opportunities for local entity.
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.
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