The Role
Leads customer support operations for OKX US, coaching offshore teams and improving regulatory-sensitive case handling, KYC/AML workflows, escalations, card support, SOPs, training, and customer experience. Partners with Compliance, Legal, Operations, Product, and Marketing; monitors support KPIs and resolves operational pain points. May help establish a local customer support function.
Summary Generated by Built In
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 What You’ll Be Doing What We Look For In You Perks & Benefits
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.
- 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.
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.
- 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.
- 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!
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.
Skills Required
- 5+ years of experience in customer operations, customer experience, or support leadership
- Experience ideally within fintech, cryptocurrency, or financial services
- Understanding of US financial regulations and consumer protection expectations
- Knowledge of AML and KYC processes
- Experience working with or leading offshore support teams in a high-growth or regulated environment
- Experience with customer-centric operations involving support, risk, compliance, and product feedback
- Strong leadership and coaching skills without direct line management
- Stakeholder management across compliance, product, marketing, and support teams
- Ability to design and implement SOPs and knowledge-base content
- Strong communication skills, including simplifying regulatory requirements into customer-support guidance
- Analytical ability and confidence using data and KPIs to improve support operations
OKX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about OKX and has not been reviewed or approved by OKX.
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Fair & Transparent Compensation — Pay is considered competitive or above market, especially in engineering, product, and legal roles across major hubs. This positioning is consistently cited as a major attraction for candidates.
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Healthcare Strength — Role descriptions indicate comprehensive medical, dental, vision, life, and disability coverage, with employer-paid premiums in some cases. Health coverage is highlighted alongside core benefits like PTO and parental leave.
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Wellbeing & Lifestyle Benefits — Allowances for education and fitness, meal perks and snacks, team-building budgets, and structured learning programs are described across locations. These extras enhance the total rewards package beyond base pay.
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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.
