Analyst, Customer Service Operations

by OKX

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5 May 2025

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual’s freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What Do We Expect From You

As a Customer Service Analyst reporting to a Manager, you will play a key role in ensuring smooth and data-driven operations in Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. You will analyze patterns in customer interactions, detect emerging issues, and transform operational data into actionable insights that drive strategic decisions. Working cross-functionally, you will support continuous improvement and enable scalable service excellence across the organization.

Key Responsibilities

Monitor and analyze customer contact and payment risk data on a regular basis to identify trends, patterns, and emerging issues.
Analyst insights into derive clear and actionable recommendations that support operational effectiveness and business decisions.
Leverage tools to investigate anomalies or spikes in customer service metrics; formulate hypotheses and document findings to inform service recovery plans, process enhancements, and issue prevention.
Collaborate with cross-functional teams to translate data-driven insights into process adjustments that improve efficiency, reduce repeat contacts, and elevate the customer experience.
Partner closely with team leads, frontline agents, and the Operations Intelligence function to ensure consistency in insights, align on priorities, and support the successful implementation of operational initiatives.

Qualifications

Required

Bachelor’s degree in Business Analytics, Operations Management, Statistics, or a related field
1–3 years of experience in operations or customer service analytics within GBS, shared services, or fintech environments
Proficiency in SQL and one or more BI tools (e.g., Power BI, Tableau)
Strong analytical and critical thinking skills with a data-driven mindset
Effective communication skills to distill complex information into simple, compelling narratives
Collaborative, solutions-oriented attitude with a passion for continuous improvement

Preferred

Familiarity with Zendesk, Salesforce, or other CRM/ticketing platforms
Exposure to risk operations, payment issues, or fraud detection processes
Knowledge of Lean Six Sigma or continuous improvement frameworks

Perks & Benefits

Competitive remuneration package (Basic Salary + Yearly Bonus).
Meal Allowance up to RM 500/month
Monthly Team Building
RM 2500 Benefits per annum (Training & Wellness)
Convenient workplace (5 minutes walk from MRT TRX).
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.

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Employment Type

On-site

OKX

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