Operations Manager (Dispute Team)
Kuala Lumpur, Malaysia +1
Full time
Office
Compensation is not specified
Role
Operations Manager
Description
*
OKX is a leading digital asset trading platform that leverages blockchain technology to offer advanced financial services to traders worldwide. With hundreds of token and futures trading pairs, OKX assists traders in optimizing their strategies. As a prominent digital asset trading platform in terms of trading volume, we cater to millions of users across 100 countries. The platform's derivatives segment is globally recognized for its daily volume of around $10 billion, setting a high standard in the industry. At OKX, we envision blockchain technology as a means to eliminate transaction barriers, enhance transaction efficiency, and ultimately influence the global economy significantly. Our commitment lies in making groundbreaking innovations that shape the world and continuously enhance customer experience.
- Overseseeing and managing the day-to-day operations of the Overseas Dispute team, ensuring service delivery metrics are met.
- Strategically planning and deploying resources to fulfill operational requirements.
- Conducting Root-Cause-Analysis and implementing Back-Up-Track Plans in response to team disruptions caused by scheduled or unscheduled incidents. Key performance indicators include Average Handling Time (AHT), Lead Time (LT), Customer Satisfaction (CSAT), Service Level Agreement (SLA), among others.
- Developing a global strategic dispute workflow for end users and merchants, business standards, management systems, and incentive policies to enhance operational excellence.
- Continuous enhancement of service levels by focusing on customer feedback, solution processes, and enhancing the customer journey.
- Collaborating with cross-functional stakeholders to drive product enhancement and operational process improvements.
- Driving innovative solutions by identifying and addressing process bottlenecks and inefficiencies through digital means.
- Ensuring compliance with regulatory mandates and operational protocols.
What We Look For In You:
- Bachelor's degree or a minimum of 5 years of relevant experience in customer dispute operations (background in shared services, legal, audit, or consulting is advantageous).
- Proficiency in English (verbal and written) plus fluency in one native language (preferably).
- At least 3 years of managerial experience, including leadership of large and diverse teams (more than 75 members).
- Strong communication and analytical skills.
- Tech-savvy with a willingness to embrace technologies for driving transformation and change management.
- Demonstrated expertise in efficient hiring, training, coaching, and people management practices.
Nice to Have:
- Familiarity with ISO standards applicable to the industry, ideally leading or significantly contributing to the development and implementation of required policies and procedures.
- Working knowledge of CRM tools like Zendesk.
- Understanding of the cryptocurrency and/or fintech sectors.
- Experience collaborating with teams across global offices and time zones.
- Knowledge of fraud detection concepts.
Why Join Us?
- Competitive remuneration package, including Basic Salary, Generous KPI bonus program, Shift Allowance, and Annual Increment.
- Meal Allowance up to RM 500/month.
- Monthly Team Building activities.
- RM 2500 Benefits annually for Training & Wellness.
- Yearly Bonus scheme.
- Convenient workplace location (5 minutes walk from MRT TRX).
- Ample growth and promotion opportunities with support for skill development, mentoring, and training programs.
- Employee engagement, recognition, and appreciation initiatives.
- Multinational work environment offering diverse interactions and career advancement prospects through engagement with individuals from diverse backgrounds and cultures.
Skills Required
OKX
Website
www.okx.comCompany size
Not specified
Location
United States
Description
Not specified
0x Vertex
Part-Time Support in Mexico | Chile | Colombia
Part time
Remote
We're seeking someone currently based in Mexico | Chile | Colombia. We have multiple openings. Details will be shared via chat. Applications should include a LinkedIn profile. It's a long-term opportunity, expected to last over a year.
David Rich
Member Service Representative
Cincinnati, USA +2
Cincinnati, USA +2
Full time
Remote
We are seeking a dedicated Member Service Representative to join our team. The ideal candidate will be responsible for providing top-notch customer service and support to our valued members. This position requires someone with a strong background in customer service, sales and marketing, and administrative support.
Responsibilities:
- Provide excellent customer service to members over the phone, email, and in-person.
- Assist members with account inquiries, product information, and any issues or concerns they may have.
- Cross-sell and promote products and services to enhance member experience and increase sales.
- Process member transactions, including deposits, withdrawals, and loan applications.
- Maintain accurate member records and ensure all documentation is up to date.
- Assist in administrative tasks such as answering phones, filing, and data entry.
Requirements:
- Proven experience in customer service, sales and marketing, and administrative support.
- Strong interpersonal and communication skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Proficiency in using Microsoft Office Suite and other relevant software.
- Strong attention to detail and organizational skills.
If you have a passion for providing exceptional service, are comfortable working with a diverse group of members, and have the necessary skills to excel in this role, we encourage you to apply for the Member Service Representative position.
Responsibilities:
- Provide excellent customer service to members over the phone, email, and in-person.
- Assist members with account inquiries, product information, and any issues or concerns they may have.
- Cross-sell and promote products and services to enhance member experience and increase sales.
- Process member transactions, including deposits, withdrawals, and loan applications.
- Maintain accurate member records and ensure all documentation is up to date.
- Assist in administrative tasks such as answering phones, filing, and data entry.
Requirements:
- Proven experience in customer service, sales and marketing, and administrative support.
- Strong interpersonal and communication skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Proficiency in using Microsoft Office Suite and other relevant software.
- Strong attention to detail and organizational skills.
If you have a passion for providing exceptional service, are comfortable working with a diverse group of members, and have the necessary skills to excel in this role, we encourage you to apply for the Member Service Representative position.
Payment in Crypto
David Rich
Appointment Setter
California, USA +9
California, USA +9
Full time
Remote
We are currently seeking a dedicated and reliable Appointment Setter to join our team. The ideal candidate will be responsible for assisting the sales team by scheduling and confirming appointments with customers.
Key Responsibilities:
- Schedule appointments for the sales team
- Confirm appointments with customers via phone or email
- Maintain a high level of professionalism and customer service
- Handle administrative tasks related to scheduling and appointment setting
Required Skills:
- Strong customer service skills
- Proficient in admin support tasks
- Excellent communication skills, both written and verbal
- Ability to maintain a high level of accuracy and attention to detail
- Experience in writing and translation is a plus
If you are a proactive individual with excellent organizational skills and a passion for providing outstanding customer service, we encourage you to apply for this position. Join our team and contribute to the success of our sales department as an Appointment Setter.
Key Responsibilities:
- Schedule appointments for the sales team
- Confirm appointments with customers via phone or email
- Maintain a high level of professionalism and customer service
- Handle administrative tasks related to scheduling and appointment setting
Required Skills:
- Strong customer service skills
- Proficient in admin support tasks
- Excellent communication skills, both written and verbal
- Ability to maintain a high level of accuracy and attention to detail
- Experience in writing and translation is a plus
If you are a proactive individual with excellent organizational skills and a passion for providing outstanding customer service, we encourage you to apply for this position. Join our team and contribute to the success of our sales department as an Appointment Setter.
Payment in Crypto
Nahclimited
People & Culture Manager
Hong Kong
Hong Kong
Full time
Office
Overview
Our customer, a forward-thinking AI technology firm developing state-of-the-art products, is in search of a People Operations Professional to support their rapid expansion across operations in Hong Kong and the US. This dynamic role is ideal for a detail-oriented individual with a passion for operational excellence and a strategic mindset in building processes from the ground up.
Responsibilities
Develop comprehensive guides and resources including step-by-step procedures and quick reference materials to facilitate smooth navigation of processes.
Manage and enhance routine HR activities such as performance evaluations, team feedback collection, advancement processes, and benefits administration.
Supervise all aspects of the employee lifecycle, from onboarding new hires and role changes to handling departures and compliance obligations.
Assist employees and managers with inquiries by creating tools for self-help and drive projects aimed at streamlining workflows in preparation for growth.
Ensure efficient functioning of HR platforms (e.g., Lattice and Notion) to maintain updated, easily accessible, and accurately synced information.
Collaborate with Legal, Finance, Recruitment, and HR teams to facilitate various processes like onboarding new employees, managing compensation, handling contract modifications, and expanding into new markets.
Requirements
Bachelor's degree combined with a minimum of 6 years in people management or HR functions, with a preference for experience in fast-growing startup environments.
Proven track record of establishing and enhancing operational workflows that are scalable and adaptable to organizational growth.
Competence in independently managing employee lifecycle programs.
Proficiency in creating clear guides and resources to simplify complex processes for better comprehension and navigation.
Possess a supportive and problem-solving approach in addressing employee queries.
Demonstrated ability to coordinate multiple projects concurrently and refine programs with minimal supervision.
Familiarity with utilization of tools like Slack, Lattice, and Notion would be advantageous.
Proficiency in Cantonese and English languages.
CertiK
Office Administrator
New York, USA
New York, USA
Full time
Hybrid
About the Company
CertiK is a prominent blockchain security auditor specializing in providing an extensive range of tools to enhance industry-wide security operations. With a successful track record of collaborating with over 4,900 Enterprise clients and safeguarding digital assets worth $557 billion, CertiK has identified over 18,000 vulnerabilities in blockchain code. The company boasts a prestigious client portfolio that includes renowned projects like OKX, Tether, Ripple, and Pancakeswap, in addition to backing from reputable investors such as Tiger Global, Coatue Management, Shunwei Capital, and Hillhouse Capital, as well as leading industry players like Coinbase Ventures and Binance.
Responsibilities
Office Administration:
Oversee general office operations and manage supplies.
Provide ad-hoc administrative support as required.
Assist with organizing in-house events, including setup and post-event activities.
HR Support:
Support company events and activities.
Manage swag and inventory efficiently.
Coordinate with vendors and service providers when needed.
IT Support:
Collaborate with IT to handle basic tech-related logistics such as shipping and receiving devices.
Offer general administrative support, acting as the first point of contact for a help desk.
Requirements
Previous experience (1–3 years) in office administration, operations, or a similar capacity.
Geographically located in Midtown Manhattan near Bryant Park to provide on-site support.
Exceptional organizational skills, proactive nature, and attention to detail. Ability to manage multiple tasks effectively.
Strong communication skills in English; proficiency in Mandarin is advantageous.
Hands-on approach with a proactive attitude towards problem-solving.
Tech-savvy with a basic understanding of tools like Google Workspace, Slack, and spreadsheets.
Compensation: $60,000 - $100,000 annually
Applications for this position at CertiK are accepted on an ongoing basis.
CertiK provides comprehensive benefits to all full-time employees, including medical, vision, and dental insurance, a 401(k) plan with company matching, life and accidental death and dismemberment insurance, HSA and FSA options, and flexible paid time off. A variable commission program for business development sales roles is also available.
Equal employment opportunities are offered by CertiK, refraining from discrimination based on various factors including age, race, religion, gender, disability, and more. The company considers qualified applicants with criminal histories in compliance with relevant regulations governing hiring practices.
Diversity is actively supported and encouraged across all teams and aspects of the company at CertiK.
AI tools may be utilized in parts of the hiring process to enhance efficiency; however, all final employment decisions are made by humans. For more details regarding data processing, feel free to reach out for additional information.
CertiK is a prominent blockchain security auditor specializing in providing an extensive range of tools to enhance industry-wide security operations. With a successful track record of collaborating with over 4,900 Enterprise clients and safeguarding digital assets worth $557 billion, CertiK has identified over 18,000 vulnerabilities in blockchain code. The company boasts a prestigious client portfolio that includes renowned projects like OKX, Tether, Ripple, and Pancakeswap, in addition to backing from reputable investors such as Tiger Global, Coatue Management, Shunwei Capital, and Hillhouse Capital, as well as leading industry players like Coinbase Ventures and Binance.
Responsibilities
Office Administration:
Oversee general office operations and manage supplies.
Provide ad-hoc administrative support as required.
Assist with organizing in-house events, including setup and post-event activities.
HR Support:
Support company events and activities.
Manage swag and inventory efficiently.
Coordinate with vendors and service providers when needed.
IT Support:
Collaborate with IT to handle basic tech-related logistics such as shipping and receiving devices.
Offer general administrative support, acting as the first point of contact for a help desk.
Requirements
Previous experience (1–3 years) in office administration, operations, or a similar capacity.
Geographically located in Midtown Manhattan near Bryant Park to provide on-site support.
Exceptional organizational skills, proactive nature, and attention to detail. Ability to manage multiple tasks effectively.
Strong communication skills in English; proficiency in Mandarin is advantageous.
Hands-on approach with a proactive attitude towards problem-solving.
Tech-savvy with a basic understanding of tools like Google Workspace, Slack, and spreadsheets.
Compensation: $60,000 - $100,000 annually
Applications for this position at CertiK are accepted on an ongoing basis.
CertiK provides comprehensive benefits to all full-time employees, including medical, vision, and dental insurance, a 401(k) plan with company matching, life and accidental death and dismemberment insurance, HSA and FSA options, and flexible paid time off. A variable commission program for business development sales roles is also available.
Equal employment opportunities are offered by CertiK, refraining from discrimination based on various factors including age, race, religion, gender, disability, and more. The company considers qualified applicants with criminal histories in compliance with relevant regulations governing hiring practices.
Diversity is actively supported and encouraged across all teams and aspects of the company at CertiK.
AI tools may be utilized in parts of the hiring process to enhance efficiency; however, all final employment decisions are made by humans. For more details regarding data processing, feel free to reach out for additional information.