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OKX

Venture capital for blockchain startups

Manager – Customer Service - Escalation & Trading Services, Mandarin Support

Customer SupportConfirmed live in the last 24 hours
Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About the Job

Requirements

  • Demonstrate strong comprehension and judgment, quickly identify the core of a problem, make sound assumptions based on experience, determine a reasonable path forward, and make high-quality decisions in unfamiliar situations or with incomplete information.
  • Demonstrate strong curiosity and a solution-oriented mindset, investigate the reasons behind problems, proactively seek better solutions, mobilize resources across teams, drive issues to resolution, and take ownership of results.
  • Communicate effectively in spoken and written Mandarin and English, participate in bilingual meetings and presentations, and engage regularly with Mandarin-speaking clients and stakeholders.
  • Be proficient in Excel and other data tools, independently perform data analysis and prepare reports, identify issues, and generate actionable business insights.
  • Have proven experience using AI to improve work efficiency, including data analysis, reporting, information summarization, and building simple AI-powered tasks or workflows.
  • Have relevant experience in customer service, customer experience, or customer service operations, with solid team management experience.
  • Demonstrate ownership, self-motivation, and willingness to learn, innovate, and improve continuously.

Responsibilities

  • Manage the day-to-day operations of the customer service team, continuously improving service quality, customer experience, and team efficiency.
  • Monitor and analyze key customer service metrics, identify issues and root causes through data, and develop and drive improvement plans.
  • Conduct data analysis, prepare business reports, and perform regular reviews to support team decision-making.
  • Use AI to improve work efficiency, including data analysis, report generation, information processing, and building simple tasks or workflows.
  • Optimize customer service processes, standard operating procedures, knowledge bases, and productivity tools.
  • Collaborate with Product, Operations, Technology, and other teams to solve business problems and ensure high-quality, on-time project delivery.

About the Company

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OKX

Venture capital for blockchain startups

OKX Ventures acts as the investment arm of the OKX cryptocurrency exchange, funding and supporting blockchain, DeFi, and Web3 projects. It invests across a wide range of areas—from infrastructure and middleware to applications and games—aiming to strengthen the crypto ecosystem. The firm provides capital and access to OKX’s network of partners and advisors to help portfolio companies grow and succeed. Notable holdings include Polygon, Solana, and Avalanche, reflecting a strategy focused on projects with potential to impact the crypto industry at large. OKX Ventures differentiates itself through its crypto-native perspective, extensive industry network, and active involvement in portfolio development, rather than just providing funding. Its goal is to identify promising projects and help them scale, contributing to a more robust and innovative blockchain ecosystem.

Company size
5,001-10,000
Company stage
Not listed
Total funding
$1.1B
Headquarters
Singapore, Singapore
Founded
2017

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