Customer Service Strategy Expert (Mandarin Speaker) 客服中心战略专家

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.

Position Overview 岗位概述 :

This role is responsible for developing the strategic roadmap and driving product innovation for the Customer Service Center. The goal is to ensure the advancement of customer service strategies and service products through strategic design and technological innovation, thereby improving customer satisfaction, enhancing service efficiency, and reducing service costs.

该职位负责制定客服中心的战略规划与客服产品创新，目标是通过战略设计、技术创新等，确保客服中心战略、客服产品的先进性，以提升客户满意度、提高服务效率，降低服务成本。

What You'll Be Doing 主要职责 :

• Develop mid‑to‑long‑term strategies for the Customer Service Center in alignment with the company’s overall strategic direction. 制定客服中心中长期发展战略，与公司整体战略保持一致。
• Evaluate operational performance indicators (such as FCR, AHT, CSAT, NPS) to identify bottlenecks and drive improvements. 评估客服中心运营指标（如FCR、AHT、CSAT、NPS等），识别瓶颈并推动改善。
• Build a customer service data analytics framework and establish customer insight models to support strategic decision‑making. 搭建客服数据分析体系，建立客户洞察模型，为战略决策提供支持。
• Monitor key metrics including service quality, cost, and capacity, and produce regular analysis reports. 监控服务质量、成本与产能等关键指标，形成定期分析报告。
• Collaborate with Marketing, Product, and other departments to shape the customer experience across the full lifecycle. 与市场、产品等部门协作，构建客户全生命周期服务体验。
• Analyze customer experience trends, industry benchmarks, and emerging technologies (e.g., AI customer service, intelligent service systems) to drive innovation and implementation. 通过分析客户体验趋势、行业标杆及新兴技术（如AI客服、智能客服系统等），进行创新并推动落地。

What We Look For in You 任职要求 :

Educational Background 学历背景

Work Experience 工作经验

Competencies 能力要求

Benefits & Perks :

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