Remote Senior Manager, Customer Service (CIS Region) bei Okx
Okx · CIS, Vereinigte Staaten Von Amerika · Remote
- Responsible for team management, supervision and evaluation of CIS customer service operations.
- To formulate and improve the workflow, business standards, management system, and incentive policies of customer service operations to improve operational capacity.
- Continuously improve the level of services, focus on customer feedback and solution processes, while complementing customer journey on our platform.
- Develop and refine the customer service management processes, standards, and systems, to ensure the quality of customer service management and responsible for team building, and day-to-day management.
- Monitor social media channels & review platforms for mentions, comments, and direct messages, and respond in a timely and professional manner.
- Regularly carry out the analysis of operational indicators, complete the analysis report, organize and participate in the regular meetings such as MBR and QBR.
- Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes.
- Stay updated on competitive products. Conduct analysis and provide insights for product upgrades and optimizations.
- Bachelor’s degree or relevant experience of at least 5 years of customer service operations. Local exchange experience is a plus.
- Fluency (Verbal & Written) in English & Russian is required.
- Experience leading large (>50 members) and diverse teams.
- Knowledge of Brazil’s financial regulatory rules & operations.
- Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.
- Strong analytical and communication skills. Ready to provide hands-on assistance to the team when needed.
- Ability to work in a cross-functional environment and to lead complex operational initiatives.
- 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.
- Familiarity with cryptocurrency and/or finance-technology industry.
- Familiarity with the ISO standards relevant to our industry, leading or significantly contributing to developing and implementing the necessary policies and procedures.
- COPC, Six Sigma or other form of certification related to operations excellence.
- Experience and flexibility working with diversified teams across global offices and time zones.
Why Join Us?
- Competitive remuneration package
- Yearly Performance Bonus
- Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
- Employee engagement, recognition and appreciation program.
- Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
#LI-ONSITE