• Represent the voice of the customer within the business and act as SME for support needs, regulations, and expectations.
• Coach and guide offshore CS teams to improve handling of tickets, especially regulatory-sensitive cases (e.g., scam/fraud, ID verification).
• Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements.
• Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams.
• Liaise with Customer Due Diligence (CDD) teams to improve KYC/AML workflows for customers and reduce customer friction.
• 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.
• Work closely with Product and Marketing teams to proactively inform CS of upcoming campaigns, changes, or product launches that may drive ticket volume.
• Identify operational pain points in the customer journey and work cross-functionally to resolve or escalate them.
• Develop SOPs, quick guides, and training materials to help offshore agents respond more effectively to users.
• Track key CS metrics such as resolution time, CSAT, and escalation volume to measure success and identify improvement areas.
• If the business moves toward a local CS team in the future, help scope, plan, and build this function from the ground up.

Experience & Industry Knowledge

• 5+ years of experience in customer operations, customer experience, or support leadership, ideally within fintech, crypto, or financial services.
• Solid understanding of US financial regulation, consumer protection expectations, and AML/KYC processes.
• Experience working with or leading offshore support teams in a high-growth or regulated environment.
• Exposure to customer-centric operations functions — blending support, risk, compliance, and product feedback loops.

Skills & Competencies

• Strong leadership and coaching ability, with a focus on raising offshore team performance without direct line management.
• Excellent stakeholder management skills — ability to work across compliance, product, marketing, and support teams.
• Operationally minded — you're a problem-solver who can turn user pain points into action plans.
• Process-driven — capable of designing and implementing SOPs and knowledge base content.
• Excellent communicator — able to distill regulatory complexity into practical CS guidance.
• Analytical — confident using data and KPIs to improve customer outcomes and support operations.