Regional Lead, Institutional Account Management EMEA

Who We Are

OKX is revolutionising world systems through our cutting-edge digital asset exchange, Web3 portal and blockchain ecosystems.We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology and to date, we have 50+ million users, 3000+ employees and 180+ countries believing in the same vision as us. We are safe and reliable, backed by our Proof of Reserves. As strong supporters of the Arts and Sports, we are proud partners of @McLarenF1 @ManCity @Tribeca.  

About the Opportunity

We are seeking an experienced Institutional Account Management Regional Lead to join our team. The ideal candidate will have a strong account management background, analytical skills, and proficiency in English along with at least one additional language. The primary responsibilities of this role include providing exceptional customer support, offering product and API solutions, analyzing and solving customer problems, and collaborating with cross-functional teams. Trading knowledge and strong existing industry network are highly desirable for this position    

What You’ll Be Doing

Provide Exceptional Customer Support:

• Communicate effectively with clients via telegram(main) & secondary channels to address their inquiries, troubleshoot issues, and provide timely solutions.
• Utilize strong communication skills, oral and written, in English and at least one other language to ensure effective communication with international clients.

Product Solutions:

• Articulate product solutions to clients over telegram and phone (if needed) demonstrating a deep understanding of our offerings.
• Analyze customer problems, identify root causes, and provide effective solutions to ensure customer satisfaction.
• Collaborate with the sales and product teams to relay customer feedback and contribute to the improvement of our products and services.

Mentorship and Team Support:

• Provide guidance and mentoring to junior team members to enhance their skills and knowledge.
• Act as a liaison between the support team and sales/product teams to address customer feedback effectively.
• Act as a shift lead for time zone coverage, ensuring efficient support coverage across different regions.

Onboarding and Training:

• Establish onboarding and training programs for new team members, ensuring a smooth integration into the support team.
• Develop training materials and documentation to enhance the knowledge and skills of the support team.

KPI Tracking and Reporting:

• Establish a comprehensive KPI tracking system to measure team performance, tool efficiency, and process effectiveness.
• Generate reports and present insights to senior management, highlighting areas for improvement and achievements.

Recruiting and Team Building:

• Participate in the recruitment process by interviewing and evaluating potential candidates for the support team.
• Foster a positive team culture by promoting collaboration, knowledge sharing, and professional development.

Remote Team Management:

• Effectively manage and motivate a remote team, ensuring productivity and maintaining a high level of customer service.
• Handle initial customer inquiries and provide basic technical troubleshooting to resolve issues promptly.
• Escalate complex issues when necessary, collaborating with internal teams for timely resolution.
• Focus on efficient ticket resolution to ensure customer satisfaction.

Continuous Learning and Improvement:

• Stay updated with the latest developments in APIs, trading, and related technologies.

 

What We Look For In You 

• Analytical skills to diagnose and solve customer problems.
• Proficiency in English and at least one other language
• Excellent communication skills to engage effectively with clients.
• Familiarity of trading and API
• Previous experience mentoring and guiding team members.
• Ability to liaise with sales and product teams to relay customer feedback.
• Previous experience in establishing onboarding and training programs.
• Strong expertise in remote team management.
• Proven ability to recruit and build high-performing teams.
• Experience in establishing KPI tracking systems and reporting.
• Ability to handle initial customer enquiries and provide basic technical troubleshooting.

 

Perks & Benefits

• Competitive total compensation package