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Senior Support Operations Manager

Job Overview

As OKX US continues to grow, we are looking for a Support Operations Lead to join our Business Management team, with a focus on leading and coaching our global Customer Support (CS) function to better serve OKX users.

Key points

  1. Represent the voice of the customer within the business and act as SME for support needs, regulations, and expectations.

  2. Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive cases (e.g., scam/fraud, ID verification).

  3. Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements.

  4. Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams.

  5. Solid understanding of US financial regulation, consumer protection expectations, and AML/KYC processes.

  6. Experience working with or leading offshore support teams in a high-growth or regulated environment.

  7. Exposure to customer-centric operations functions — blending support, risk, compliance, and product feedback loops.

  8. Strong leadership and coaching ability, with a focus on raising offshore team performance without direct line management.

Skills

Customer SupportTicketing ToolsStakeholder ManagementCampaign ManagementRecruiting

Experience: Senior-level · 5+ years

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