Customer Service Team Lead (Russian Speaker) at OKX

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CIS

Who We Are

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.

We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.

What You’ll Be Doing:

Overseeing Customer Service operations, including monitoring and reporting metrics such as productivity, response speed, and any metric that affects the service quality.
Ensure good quality of services and strict adherence to processes.
Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service
Participate in recruitment activities (screening, interviewing)
Act as a backup of Manager/Head of CS Ops, if needed
Day to day responsibilities include:
- Provide performance monitoring of KPIs, identify trends and issues in Service quality
- Conduct weekly, monthly, and quarterly performance reviews
- Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
- Conduct process update/improvement projects and workshops
- Timely communicate business updates, policy changes, and any relevant information to stakeholders

What We Look For In You:

Full-time bachelor's degree or above, with more than 5 years of experience in managing customer service teams. Experience in managing multinational teams is preferred.
Experience leading a team of minimum 8 diverse team members
Strong planning and interpersonal skills as well as process-driven and detail-oriented personality
Strong analytical and communication skills and a hands-on mentality
Ability to work in a cross-functional environment and to lead complex operational initiatives
Fluency (Verbal & Written) in English is required – Any other foreign languages a plus
Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
Proven experience and knowledge in effective hiring, training, coaching, and people management practices

Nice to Haves:

Experience working with teams across global offices and time zones.
Flexible in working in shifts when required.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $35,000 - $50,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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