Senior Manager, Institutional Support

Who We Are:

At OKX, we believe our future is reshaped with technology.

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 countries 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.

We invest in our people as much as we invest in the technology. We are united by our engaging culture, here we win as a team, embrace changes, and do the right thing. We are committed to creating a friendly, rewarding and diverse environment for OKers. It doesn’t matter where you come from, everyone feels valued here, respected and has the same opportunities to develop and thrive — we want to bring out the best in you.

About the Opportunity: 

We are seeking an experienced Institutional Support professional to join our team. The ideal candidate will have a strong technical background, API experience, analytical skills, and proficiency in English along with at least one additional language (Chinese included). 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 is 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 and API Solutions:

• Articulate product and API 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 to L2 support when necessary, collaborating with them for timely resolution.
• Focus on efficient ticket resolution to meet service level agreements and ensure customer satisfaction.

Continuous Learning and Improvement:

• Stay updated with the latest developments in APIs, trading, and related technologies.
• Collaborate with L1 & L2 support to enhance API knowledge and improve issue resolution processes.

What We Look For In You:

• Bachelors in STEM or business related fields.
• General qu