Institutional Relationship Manager

At OKX, we believe the future will be reshaped by technology. Founded in 2017, we are revolutionising world systems through our cutting-edge digital asset exchange, Web3 portal and blockchain ecosystems. We reshape the financial ecosystem by offering some of the most diverse and sophisticated products, solutions, and trading tools on the market. Trusted by more than 50 million users in over 180 countries globally, OKX empowers every individual to explore the world of Web3. With our extensive range of products and services, and unwavering commitment to innovation, OKX envisions a world of financial access backed by blockchain and the power of decentralized finance.

We are innovative in the way we think, work, and in the products we create. We are also socially responsible by actively participating and encouraging employees to take part in various public welfare activities. With more than 3,000 employees around the world, we believe embracing diversity and inclusion will spark the creation of long-term value for the industry. Come Build the Future with Us now!

About the Opportunity

We are seeking a Institutional Relationship Manager to join our team. The ideal candidate will have a strong operations and technical background, and proficiency in English along with at least one additional language. The primary responsibilities of this role include providing exceptional customer-centric service to clients, providing internal support to the team and collaborating with cross-functional teams. Trading knowledge is highly desirable for this position. This position provides an excellent opportunity to become a Senior Institutional Relationship Manager in the future.

What You’ll Be Doing

• Work closely with Senior Institutional Relationship Manager to support clients, leveraging your operational and technical expertise to proactively anticipate, determine and recommend solutions to meet clients' needs and/or resolving issues surrounding the platform and products we offer.

• Handle a high volume of client enquiries and attend calls as and when required.

• Provide exceptional support to clients by ensuring timely responses and delivering accurate, valid, and comprehensive information.

• Resolve time sensitive client service issues, including complex queries such as API, product, liquidity or account-related matters. All in an efficient and timely manner

• Build strong relationships with our existing institutional clients and drive revenue through thorough understanding of our platform and the products and services we offer.

• Notify clients about major upcoming changes to products and features.

• Work collaboratively across departments to troubleshoot client issues, take action on client feedback and resolve client pain-points.

• Take responsibility for organising, taking meeting notes and following up with stakeholders.

• Provide rotational weekend and holiday coverage as and when needed.

What We Look For In You

• Exceptional Communication Skills: We seek individuals who can seamlessly navigate between written and verbal communication channels, adeptly handling high volumes of chats and phone calls while maintaining professionalism and clarity.

• Ability to Learn Quickly: In order to keep abreast with the ever evolving landscape, you will need to rapidly absorb and assimilate new pieces of information. Whether this is product-driven, commercial awareness or a feature request, the ability to understand, evaluate and contextualise is paramount.

• Relentless Attitude and Critical Thinking: The ability to understand the core of any issue and then tackle through to resolution, is critical in ensuring we deliver the optimal client experience.

• Customer-Centric Mindset: The ideal candidate should possess a strong commitment to providing unparalleled support to our clients. This entails not only prompt responses but also a dedication to delivering accurate, valid, and comprehensive information to address their queries and concerns effectively.

• Problem-Solving Attitude: We value individuals who thrive in resolving customer issues promptly and efficiently. From account-related inquiries to API concerns, you should demonstrate a knack for diagnosing problems, providing clear explanations, and implementing solutions effectively.

• Adaptability and Teamwork: In a dynamic environment, adaptability and teamwork are key. We value candidates who can adapt to evolving processes and collaborate effectively with team members to deliver exceptional customer service consistently.

• Proactiveness and minimum supervision are needed, as ownership of responsibilities and a task-oriented mindset are a must in a remote set-up.

• Able to work on a shift basis, including weekends at times but not exceeding 5 days/week.

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!