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. What You'll Be Doing 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. Independently conduct data analysis, prepare business reports, and perform regular reviews to support team decision-making. Proactively leverage AI to improve work efficiency, including data analysis, report generation, information processing, and building simple tasks or workflows. Continuously optimize customer service processes, SOPs, 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. 岗位职责: 负责客服团队日常运营管理，持续提升服务质量、用户体验及团队效率关注并分析客服核心数据，通过数据发现问题、定位原因，并制定和推动改善方案独立完成客服相关数据分析、业务报告及阶段性复盘，为团队决策提供支持主动运用 AI 提升工作效率，包括数据分析、报告生成、信息处理及简单任务/工作流搭建持续优化客服流程、SOP、知识库及相关效率工具协同产品、运营、技术等团队解决业务问题，推动项目高质量、按时交付 What We Look For In You Strong Judgment & Problem-Solving: Demo

Manager, Customer Service (Escalation & Trading Services, Mandarin Support)