About the company
About OKX OKX is a leading crypto trading app, and a Web3 ecosystem. Trusted by more than 20 million global customers in over 180 international markets, OKX is known for being the fastest and most reliable crypto trading app of choice for investors and professional traders globally. Our Singapore office is a Product and Engineering hub and we are in the progress of expanding our teams in Singapore for the continuous growth of our global business. We build and maintain core trading platform with millions of daily active users. Design, Product and Engineering teams work cross-functionally to identify customer needs, and ship high-quality new features through fast iterations.
Job Summary
Key Responsibilities
šMonitor and analyze customer contact and payment risk data on a regular basis to identify trends, patterns, and emerging issues. šAnalyst insights into derive clear and actionable recommendations that support operational effectiveness and business decisions. šLeverage 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. šCollaborate with cross-functional teams to translate data-driven insights into process adjustments that improve efficiency, reduce repeat contacts, and elevate the customer experience. šPartner 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 šBachelorās degree in Business Analytics, Operations Management, Statistics, or a related field š1ā3 years of experience in operations or customer service analytics within GBS, shared services, or fintech environments šProficiency in SQL and one or more BI tools (e.g., Power BI, Tableau) šStrong analytical and critical thinking skills with a data-driven mindset šEffective communication skills to distill complex information into simple, compelling narratives šCollaborative, solutions-oriented attitude with a passion for continuous improvement
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