Manager, Customer Service Analytics

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 Senior Analyst, Customer Service Operations reporting to a Manager, you will take end-to-end ownership of data-driven initiatives across Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts.. With minimal supervision, you will independently identify key operational challenges, conduct advanced analyses, and translate complex datasets into strategic recommendations for leadership. You will mentor junior analysts, champion best practices in data analytics, and collaborate with stakeholders to drive scalable improvements and elevate customer experience.

What Do We Expect From You

As a Manager, Customer Service Analytics reporting to the Director, Operations Intelligence, you will drive the day-to-day analytics, reporting, and performance management for our Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. You will lead a team of analysts, ensuring the delivery of timely, accurate insights and champion the deployment of data-driven process improvements. Partnering with cross-functional stakeholders, you will ensure our customer service quality and risk metrics meet business goals while mentoring your team to excel in a fast-paced, 24×7 environment.

Key Responsibilities

Team Leadership & Coaching: Manage and mentor a team of Customer Service Analysts; oversee recruitment, onboarding, and continuous development through training, feedback, and performance reviews.
Customer Service Metrics & Reporting: Define, monitor, and report on critical KPIs—CSAT, response speed, productivity, and payment risk indicators; ensure dashboards and executive reports are accurate, insightful, and actionable.
Process Governance & Quality Assurance: Enforce adherence to established processes and quality standards; lead regular audits, identify gaps, and implement corrective measures to maintain service excellence.
Strategic Reporting & Storytelling: Develop executive-level reports and dashboards that succinctly communicate complex findings; present recommendations to senior leadership with confidence.
Cross-Functional Collaboration: Liaise with Payments Risk, Customer Service, L&D, QA, and other stakeholders to align on priorities, drive process improvement projects, and roll out best practices across regions.
Strategic Initiative Leadership: Lead end-to-end analytics and improvement projects—identify root causes of emerging issues, pilot solutions, measure impact, and scale successful initiatives.
Executive Communication: Present performance reviews, operational risks, and improvement recommendations to senior leadership, translating complex data into clear narratives.

Qualifications

Required

Bachelor’s degree in Computer Science, Business Analytics, Operations Management, Statistics, or a related field
5+ years in customer service or operations analytics, including at least 2 years in a supervisory or team lead role (direct people management)
Hands-on experience with SQL, BI platforms (Power BI, Tableau), and advanced Excel
Strong leadership skills with a proven track record of coaching and developing high-performing teams
Excellent analytical, problem-solving, and decision-making abilities
Effective communicator, comfortable presenting to both technical teams and senior executives
Detail-oriented, process-driven mindset with a passion for continuous improvement

Preferred

Experience with ticketing systems (Zendesk, ServiceNow) and CRM platforms (Salesforce)
Familiarity with customer service, payment risk, fraud detection, or compliance analytics
Certification in Lean Six Sigma or other process improvement methodologies
Multilingual capabilities (Mandarin, Bahasa Malaysia, etc.)

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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Manager, Customer Service Analytics

What Do We Expect From You

What Do We Expect From You

Key Responsibilities

Qualifications

Perks & Benefits

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