Senior Support Operations Manager

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 As OKX US continues to grow, we are looking for a Support Operations Lead to join our Business Management team, with a focus on leading and coaching our global Customer Support (CS) function to better serve OKX users. Rather than being a direct member of the CS team, you’ll work alongside Operations, Compliance, Product, and Marketing stakeholders to uplift the quality, efficiency, and regulatory compliance of our offshore CS agents. You’ll act as a subject matter expert (SME) for all things within the customer support experience — helping offshore agents understand local customer expectations, regulations, and how to handle issues with care and accuracy. This is a strategic and high-impact role, laying the groundwork for improved CS experience and potentially a local team in the future. What You’ll Be Doing • Represent the voice of the customer within the business and act as SME for support needs, regulations, and expectations. • Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive cases (e.g., scam/fraud, ID verification). • Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements. • Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams. • Liaise with Customer Due Diligence (CDD) teams to improve KYC/AML workflows for customers and reduce customer friction. • Act as SME for OKX Card support operations — guiding offshore CS on dispute handling, chargeback processes, and cardholder issue resolution in line with card program compliance requirements. • Work closely with Product and Marketing teams to proactively inform CS of upcoming campaigns, changes, or product launches that may drive ticket volume. • Identify operational pain points in the customer journey and work cross-functionally to resolve or escalate them. • Develop SOPs, quick guides, and training materials to help offshore agents respond more effectively to users. • Track key CS metrics such as resolution time, CSAT, and escalation volume to measure success and identify improvement areas. • If the business moves toward a local CS team in the future, help scope, plan, and build this function from the ground up. What We Look For In You Experience & Industry Knowledge • 5+ years of experience in customer operations, customer experience, or support leadership, ideally within fintech, crypto, or financial services. • Solid 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. • Exposure to customer-centric operations functions — blending support, risk, compliance, and product feedback loops. Skills & Competencies • Strong leadership and coaching ability, with a focus on raising offshore team performance without direct line management. • Excellent stakeholder management skills — ability to work across compliance, product, marketing, and support teams. • Operationally minded — you're a problem-solver who can turn user pain points into action plans. • Process-driven — capable of designing and implementing SOPs and knowledge base content. • Excellent communicator — able to distill regulatory complexity into practical CS guidance. • Analytical — confident using data and KPIs to improve customer outcomes and support operations. 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! 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