Senior Support Operations Manager
Who We Are
About the Opportunity
What You'll Be Doing
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Represent the voice of the customer within the business and act as SME for support needs, regulations, and expectations.
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Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive cases (e.g., scam/fraud, ID verification).
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Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements.
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Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams.
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Liaise with Customer Due Diligence (CDD) teams to improve KYC/AML workflows for customers and reduce customer friction.
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Act as SME for OKX Card support operations - guiding offshore CS on dispute handling, chargeback processes, and cardholder issue resolution in line with card program compliance requirements.
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Work closely with Product and Marketing teams to proactively inform CS of upcoming campaigns, changes, or product launches that may drive ticket volume.
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Identify operational pain points in the customer journey and work cross-functionally to resolve or escalate them.
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Develop SOPs, quick guides, and training materials to help offshore agents respond more effectively to users.
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Track key CS metrics such as resolution time, CSAT, and escalation volume to measure success and identify improvement areas.
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If the business moves toward a local CS team in the future, help scope, plan, and build this function from the ground up.
What We Look For In You
Experience & Industry Knowledge
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5+ years of experience in customer operations, customer experience, or support leadership, ideally within fintech, crypto, or financial services.
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Solid understanding of US financial regulation, consumer protection expectations, and AML/KYC processes.
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Experience working with or leading offshore support teams in a high-growth or regulated environment.
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Exposure to customer-centric operations functions - blending support, risk, compliance, and product feedback loops.
Skills & Competencies
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Strong leadership and coaching ability, with a focus on raising offshore team performance without direct line management.
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Excellent stakeholder management skills - ability to work across compliance, product, marketing, and support teams.
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Operationally minded - you're a problem-solver who can turn user pain points into action plans.
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Process-driven - capable of designing and implementing SOPs and knowledge base content.
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Excellent communicator - able to distill regulatory complexity into practical CS guidance.
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Analytical - confident using data and KPIs to improve customer outcomes and support operations.
Perks & Benefits
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Competitive total compensation package
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L&D programs and Education subsidy for employees' growth and development
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Various team building programs and company events
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Wellness and meal allowances
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Comprehensive healthcare schemes for employees and dependants
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More that we love to tell you along the process!
About OKX
OKX is a leading global Web3 technology company and cryptocurrency exchange, dedicated to building the future of decentralized finance and digital asset ownership. With a robust presence and growing operations across Colombia, Argentina, and Mexico, we provide a secure, innovative, and user-friendly platform for millions worldwide to trade, invest, and explore the vast potential of the blockchain ecosystem. We're at the forefront of developing cutting-edge solutions, from advanced trading tools and DeFi protocols to immersive metaverse experiences and NFT marketplaces, all powered by our unwavering commitment to security and transparency. Our culture at OKX is driven by innovation, collaboration, and a passion for pushing the boundaries of what's possible in Web3. We foster an environment where bright minds are empowered to contribute to a decentralized future, thrive on challenging projects, and grow alongside pioneering technology. We value diversity of thought, encourage continuous learning, and believe in building a team that is as global and interconnected as the blockchain itself. Joining OKX means being part of a dynamic, fast-paced team that is shaping the next generation of the internet. If you're a blockchain professional eager to make a tangible impact and contribute to a truly global platform, OKX offers unparalleled opportunities. We're seeking visionary talent in LATAM to join our mission of making crypto and Web3 accessible to everyone, everywhere. Come build with us and play a pivotal role in accelerating the adoption of decentralized technologies, empowering individuals, and revolutionizing financial systems around the world.
Ready to Apply?
To submit your application for this position, please visit OKX's official website and follow their application process.