The Role
The Operations Manager will oversee daily support operations, improve user satisfaction, manage escalations, and optimize workflows for high-value users in a dynamic crypto environment.
Summary Generated by Built In
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 OpportunityWe are looking for a Support Operations Manager to join our rapidly growing team at OKX Türkiye. In this role, you will be responsible for strengthening day-to-day support operations, particularly for valued users. You will work closely with our Customer Support, Product, Institution, VIP, Growth teams to ensure fast, accurate, and seamless issue resolution.
This position is ideal for someone who is crypto-native, proactive, and capable of navigating complex operational environments. You will play a key part in reducing operational friction, improving user satisfaction, and supporting the overall growth of high value customer segments. The role requires excellent communication skills, strong problem solving abilities, and comfort in working with both local and global stakeholders.
This opportunity offers a chance to work at the forefront of Türkiye’s fast evolving crypto ecosystem. You will contribute directly to the experience of high impact user groups who are core to OKX TR’s growth strategy.
You will gain exposure to cross functional teams, learn the inner workings of a top global exchange, and help shape local operational processes by identifying gaps, proposing improvements, and ensuring smooth execution. The work you do will directly influence user retention, operational efficiency, and long-term platform growth.
If you are passionate about crypto, thrive in dynamic environments, and enjoy taking ownership of complex challenges, this role offers meaningful impact, strong learning opportunities, and a chance to grow within a global organization.
What You’ll Be Doing- Support day to day operations by resolving issues related to high-value users.
- Work closely with CS to manage escalations and unblock user problems quickly and accurately.
- Communicate with cross-functional stakeholders (Product, Engineering, Compliance, Growth Institutional Sales, VIP RM) to drive resolution.
- Track operational issues and identify recurring patterns to propose process or product improvements.
- Ensure VIP/KYB users receive timely follow ups, clear answers, and proactive updates.
- Assist in optimizing existing operational workflows, playbooks, and internal procedures.
- Collaborate with global teams when handling system level, product, or policy-related escalations.
- Bachelor's degree in Engineering, Business Administration, or a related field.
- At least 3 years experience in a similar role.
- Good time management, prioritization, and multitasking abilities
- Excellent interpersonal skills to build strong relationships with colleagues
- Effective communication, including speaking, writing, and active listening
- Able to give and receive feedback and constructive criticism from a variety of channels
- Excellent strategic planning, problem-solving, and decision-making skills.
- Advanced Level in English
- Strong communication skills, both written and verbal.
- Ability to work independently and collaboratively in a team environment.
- Attention to detail and a high level of accuracy.
- Experience working with institutional clients or high net worth users.
- Exposure to compliance, growth and operational processes.
- Understanding of Turkish regulatory environment (MASAK, SPK).
- Previous experience using internal tools such as Datawind, JIRA, Figma, or API testing tools.
- Curiosity, willingness to learn, and a proactive working style.
- 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 dependents
#LI-EWR1 #LI-HYBRID
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Top Skills
Api Testing Tools
Datawind
Figma
JIRA
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The Company
What We Do
Founded in 2017, OKX is one of the world’s leading cryptocurrency spot and derivatives exchanges. OKX innovatively adopted blockchain technology to 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 20 million users in over 180 regions globally, OKX strives to provide an engaging platform that empowers every individual to explore the world of crypto.
In addition to its world-class DeFi exchange, OKX serves its users with OKX Insights, a research arm that is at the cutting edge of the latest trends in the cryptocurrency industry. With its extensive range of crypto products and services, and unwavering commitment to innovation, OKX’s vision is a world of financial access backed by blockchain and the power of decentralized finance.
