Team Lead, Customer Service at OKX — Budapest, Hungary

About The Role

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&lt;h2 class=&quot;heading-2 ace-line old-record-id-ARMWdtKDIowwlyxaSOuuzEqssIf&quot;&gt;&lt;strong&gt;Who We Are&lt;/strong&gt;&lt;/h2&gt;
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&lt;div class=&quot;ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb&quot;&gt;At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual&#39;s freedom.&lt;/div&gt;
&lt;div class=&quot;ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb&quot;&gt;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.&lt;/div&gt;
&lt;div class=&quot;ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb&quot;&gt;Across our multiple offices globally, we are united by our core principles:&amp;nbsp;&lt;em&gt;We Before Me&lt;/em&gt;, &lt;em&gt;Do the Right Thing&lt;/em&gt;, and &lt;em&gt;Get Things Done&lt;/em&gt;. 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.&lt;/div&gt;
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&lt;h2 class=&quot;heading-2 ace-line old-record-id-PiRwdXFmiomeQDxx0RUuDGJ1sag&quot;&gt;&lt;strong&gt;About the Opportunity&lt;/strong&gt;&lt;/h2&gt;
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&lt;p class=&quot;PDq2pG_selectionAnchorContainer&quot; data-start=&quot;26&quot; data-end=&quot;410&quot;&gt;This role is responsible for overseeing the day-to-day performance and operations of the Customer Service team, ensuring customers consistently receive a high-quality and efficient service. You’ll monitor key performance indicators such as customer satisfaction, productivity, response times and service quality, using these insights to identify trends and drive improvements.&lt;/p&gt;
&lt;p data-start=&quot;412&quot; data-end=&quot;856&quot; data-is-last-node=&quot;&quot; data-is-only-node=&quot;&quot;&gt;You’ll also play an important role in coaching and developing customer service agents, managing workforce schedules, supporting recruitment and partnering with teams such as Learning &amp;amp; Development and other key stakeholders to improve processes and address operational challenges. This is a hands-on leadership role suited to someone who enjoys developing people, solving problems and continuously improving the customer experience.&lt;/p&gt;
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&lt;h2 class=&quot;heading-2 ace-line old-record-id-HytwdMMd1o5PQtxqi9QudDSMsWV&quot;&gt;&lt;strong&gt;What You’ll Be Doing&lt;/strong&gt;&lt;strong&gt; &lt;/strong&gt;&lt;/h2&gt;
&lt;ul&gt;
&lt;li&gt;Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.&lt;/li&gt;
&lt;li&gt;Ensure good quality of services and strict adherence to processes.&lt;/li&gt;
&lt;li&gt;Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.&lt;/li&gt;
&lt;li&gt;Participate in recruitment activities (screening, interviewing).&lt;/li&gt;
&lt;li&gt;Day to day responsibilities include:&amp;nbsp;&lt;br&gt;-Ensuring daily operation runs smoothly. Report incidents to stakeholders in a timely manner.&lt;br&gt;-Provide performance monitoring of KPIs, identify trends and issues in Service quality.&lt;br&gt;-Conduct weekly/monthly performance reviews with customer service agents.&lt;br&gt;-Coordinate with the L&amp;amp;D team to conduct ad-hoc pieces of training, and/or re-training.&lt;br&gt;-Conduct process update/improvement projects and workshops.&lt;br&gt;-Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner.&lt;br&gt;-Planning customer service agent&#39;s monthly schedules while managing daily shrinkages&lt;/li&gt;
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&lt;h2 class=&quot;heading-2 ace-line old-record-id-ZvAmdvgIGoKyiHxjBTiu68Kcs9d&quot;&gt;&lt;strong&gt;What We Look For In You &lt;/strong&gt;&lt;/h2&gt;
&lt;ul class=&quot;list-bullet1&quot;&gt;
&lt;li&gt;Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.&lt;/li&gt;
&lt;li&gt;Experience leading large (&amp;gt;15 members) and diverse teams.&lt;/li&gt;
&lt;li&gt;Proven experience and knowledge in effective hiring, training, coaching, and people management practices.&lt;/li&gt;
&lt;li&gt;Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.&lt;/li&gt;
&lt;li&gt;A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.&lt;/li&gt;
&lt;li&gt;Fluency (Verbal &amp;amp; Written) in English is required – other language is a plus.&lt;/li&gt;
&lt;li&gt;Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness &amp;amp; business processes.&lt;/li&gt;
&lt;li&gt;Willingly to work according to given schedule to support 24x7 operations.&lt;/li&gt;
&lt;li&gt;Display ownership and accountability for offering solutions to benefit our customers and the business&amp;nbsp;&lt;/li&gt;
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&lt;h2 class=&quot;heading-2 ace-line old-record-id-DiLSdqfwUoKOraxakB6uGEomsXl&quot;&gt;&lt;strong&gt;Nice to Haves&lt;/strong&gt;&lt;/h2&gt;
&lt;ul class=&quot;list-bullet1&quot;&gt;
&lt;li&gt;Additional European language skills are highly desirable.&lt;/li&gt;
&lt;li&gt;Familiarity with cryptocurrency and/or finance-technology industry.&lt;/li&gt;
&lt;li&gt;Experience and flexibility working with diversified teams across global offices and time zones.&lt;/li&gt;
&lt;li&gt;Working knowledge of CRM tools, such as Zendesk.&lt;/li&gt;
&lt;li&gt;Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite&lt;/li&gt;
&lt;/ul&gt;
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&lt;h2 class=&quot;heading-2 ace-line old-record-id-CmqsdZ2GTo6Z9VxuHx4ugzRRsm3&quot;&gt;&lt;strong&gt;Perks &amp;amp;&lt;span style=&quot;font-size: 18pt;&quot;&gt; Benefits &lt;/span&gt;&lt;/strong&gt;&lt;/h2&gt;
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&lt;div&gt;Competitive total compensation package&lt;/div&gt;
&lt;/li&gt;
&lt;li class=&quot;ace-line ace-line old-record-id-GAzBdJXxLo291PxrthXurPeds4g&quot; data-list=&quot;bullet&quot;&gt;
&lt;div&gt;L&amp;amp;D programs and Education subsidy for employees&#39; growth and development&lt;/div&gt;
&lt;/li&gt;
&lt;li class=&quot;ace-line ace-line old-record-id-CKPxdgHeoosenzxCpV2uV32ysz0&quot; data-list=&quot;bullet&quot;&gt;
&lt;div&gt;Various team building programs and company events&lt;/div&gt;
&lt;/li&gt;
&lt;li class=&quot;ace-line ace-line old-record-id-XjPSdIa92oGeLox9Qo9uejVEs4c&quot; data-list=&quot;bullet&quot;&gt;
&lt;div&gt;Wellness and meal allowances&amp;nbsp;&lt;/div&gt;
&lt;/li&gt;
&lt;li class=&quot;ace-line ace-line old-record-id-CS34dAJCDoMDHxx95pZu43yjsxB&quot; data-list=&quot;bullet&quot;&gt;
&lt;div&gt;Comprehensive healthcare schemes for employees and dependants&amp;nbsp;&lt;/div&gt;
&lt;/li&gt;
&lt;li class=&quot;ace-line ace-line old-record-id-Uqtsd4bN8oaHt7xyPlYuxmfcsob&quot; data-list=&quot;bullet&quot;&gt;
&lt;div&gt;More that we love to tell you along the process!&lt;/div&gt;
&lt;/li&gt;
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&lt;p&gt;&lt;span style=&quot;color: rgb(255, 255, 255);&quot;&gt;#LI-HYBRID&lt;/span&gt;&lt;/p&gt;
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&lt;/div&gt;&lt;div class=&quot;content-conclusion&quot;&gt;&lt;div data-lark-html-role=&quot;root&quot;&gt;&lt;span class=&quot;text-only&quot; data-eleid=&quot;18&quot;&gt;&lt;span class=&quot;text-only&quot;&gt;&lt;span class=&quot;text-only&quot; data-eleid=&quot;6&quot;&gt;Notice:&lt;br&gt;&lt;/span&gt;&lt;/span&gt;&lt;/span&gt;
&lt;div data-lark-html-role=&quot;root&quot;&gt;&lt;span class=&quot;text-only&quot; data-eleid=&quot;26&quot;&gt;&lt;span class=&quot;text-only&quot;&gt;All official &lt;/span&gt;&lt;span class=&quot;text-only text-with-abbreviation text-with-abbreviation-bottomline&quot;&gt;OKX&lt;/span&gt;&lt;span class=&quot;text-only&quot;&gt; vacancies are published on this website.&lt;/span&gt;&lt;/span&gt; &lt;span class=&quot;text-only&quot; data-eleid=&quot;28&quot;&gt;&lt;span class=&quot;text-only&quot;&gt;While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. &lt;/span&gt;&lt;/span&gt;&lt;strong&gt;&lt;span class=&quot;text-only&quot; data-eleid=&quot;29&quot;&gt;&lt;span class=&quot;text-only&quot;&gt;If in doubt, please apply directly through our official careers website.&lt;/span&gt;&lt;/span&gt;&lt;/strong&gt;&lt;/div&gt;
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&lt;div data-lark-html-role=&quot;root&quot;&gt;&lt;span class=&quot;text-only&quot; data-eleid=&quot;18&quot;&gt;&lt;span class=&quot;text-only&quot;&gt;Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to&amp;nbsp;&lt;/span&gt;&lt;span class=&quot;text-only text-with-abbreviation text-with-abbreviation-bottomline&quot;&gt;OKX&lt;/span&gt;&lt;span class=&quot;text-only&quot;&gt;&#39;s &lt;/span&gt;&lt;/span&gt;&lt;a class=&quot;link rich-text-anchor __anchor-intercept-flag__ text-content-link&quot; href=&quot;https://www.okx.com/en-eu/help/okx-candidate-privacy-notice&quot; target=&quot;_blank&quot; data-eleid=&quot;19&quot; data-lark-is-custom=&quot;true&quot; data-lark-link=&quot;true&quot;&gt;