Senior Manager, Customer Service (CIS Region)

OKX • Full-time • Remote (Armenia (Remote)) • 1m ago

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.

What You’ll Be Doing:

Responsible for team management, supervision and evaluation of CIS customer service operations.
To 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.

What We Look For In You:

Bachelor’s degree or relevant experience of at least 5 years of customer service operations. Local exchange experience is a plus.
Fluency (Verbal & Written) in English & Russian is required.
Experience leading large (>50 members) and diverse teams.
Knowledge of 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.

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.

Why Join Us?

Competitive remuneration package
Yearly Performance Bonus
Excellent 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.

#LI-REMOTE

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