Customer Service Team Lead (Russian Speaker)

About OKX

OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology.

OKX provides hundreds of token & futures trading pairs to help traders to optimize their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in over 100 countries. OKX derivatives remains a top-notch venue globally and has a daily volume of approximately $10 billion and is widely recognized as the golden standard in the industry. We believe the blockchain technology will eliminate barriers to transactions, increase the efficiency of transactions across society, and eventually have a significant impact on the global economy. We strive to make innovative achievements that change the world and never stop to improve on our customer experience.

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:

• Bachelor’s degree or relevant experience of at least 2 years of contact center
• 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.