Senior Support Operations Manager

📋 Description

• Represent the voice of the customer within the business and act as SME for support needs
• Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive
• Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and
• Manage high-priority and escalated customer cases in collaboration with offshore agents and local
• Liaise with Customer Due Diligence (CDD) teams to improve KYC/AML workflows for customers and
• Act as SME for OKX Card support operations — guiding offshore CS on dispute handling, chargeback

🎯 Requirements

• 5+ years of experience in customer operations, customer experience, or support leadership, ideally
• Solid understanding of US financial regulation, consumer protection expectations, and AML/KYC
• 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
• Strong leadership and coaching ability, with a focus on raising offshore team performance without
• Excellent stakeholder management skills — ability to work across compliance, product, marketing

🎁 Benefits

• 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!