The Role
The Support Operations Manager will provide high-quality, empathetic support via live chat and phone to Australian customers, ensuring seamless onboarding and resolution of queries while collaborating with global teams.
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 Role What you'll be doing
We’re on a mission to deliver an exceptional, localised support experience for our Australian customers — one that’s fast, human, and truly white-glove.
As our Support Operations Manager you’ll be the face and voice of our brand during key moments that matter — helping customers feel understood, supported, and confident in their journey with us. You’ll bring empathy, precision, and an authentic Australian touch to every interaction, providing high-quality support to everyday users as well as VIP, SMSF, and wholesale clients.
This role sits at the intersection of customer success and relationship management. You’ll handle live chats, calls, and follow-ups — but you’ll also act as a trusted concierge, guiding customers through onboarding, first trades, and ongoing engagement.
- Deliver real-time support via live chat and phone during Australian business hours.
- Provide white-glove assistance to VIP, SMSF, and wholesale clients — from onboarding and deposits to proactive product guidance.
- Resolve customer queries with care and accuracy, ensuring no chat or case closes without full resolution.
- Detect and own complaints — listening actively, empathising genuinely, and crafting tailored responses.
- Localise the experience: Communicate in a natural, conversational way that feels familiar and genuine to Australian customers.
- Collaborate with global support teams to ensure seamless 24/7 coverage and continuous quality improvement.
- Identify opportunities for better processes, helping shape how we deliver support in the AU market.
- 2+ years’ experience in customer support, client success, or account management — ideally in fintech, trading, or financial services.
- A people-first mindset — listen, empathise, and communicate clearly.
- Proven ability to manage multiple live conversations while maintaining high quality.
- Detail-oriented, proactive, and comfortable making judgment calls in real time.
- A collaborative spirit — you enjoy working with cross-regional teams and sharing feedback openly.
OKX is an equal employment opportunity employer, and encourages all people from all diverse backgrounds to apply.
#LI-SM1 #LI-HYBRID
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Top Skills
Account Management
Client Success
Customer Support
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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.
