Team Lead, Customer Service

Job description

## **Who We Are** At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: *We Before Me*, *Do the Right Thing*, and *Get Things Done*. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more. ## **About the Opportunity** This role is responsible for overseeing the day-to-day performance and operations of the Customer Service team, ensuring customers consistently receive a high-quality and efficient service. You’ll monitor key performance indicators such as customer satisfaction, productivity, response times and service quality, using these insights to identify trends and drive improvements. You’ll also play an important role in coaching and developing customer service agents, managing workforce schedules, supporting recruitment and partnering with teams such as Learning & Development and other key stakeholders to improve processes and address operational challenges. This is a hands-on leadership role suited to someone who enjoys developing people, solving problems and continuously improving the customer experience. ## **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 ## **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. - Fluency (Verbal & Written) in English is required – other language is a plus. - Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes. - Willingly to work according to given schedule to support 24x7 operations. - Display ownership and accountability for offering solutions to benefit our customers and the business ## **Nice to Haves** - Additional European language skills are highly desirable. - Familiarity with cryptocurrency and/or finance-technology industry. - Experience and flexibility working with diversified teams across global offices and time zones. - Working knowledge of CRM tools, such as Zendesk. - Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite ## **Perks & Benefits** - Competitive total compensation package - L&D programs and Education subsidy for employees' growth and development - Various team building programs and company events - Wellness and meal allowances - Comprehensive healthcare schemes for employees and dependants - More that we love to tell you along the process! | | | --- | | #LI-GB1 | #LI-HYBRID Notice: All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. **If in doubt, please apply directly through our official careers website.** Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX's [Candidate Privacy Notice](https://www.okx.com/en-eu/help/okx-candidate-privacy-notice).