Senior Analyst, Customer Service Operations

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.

Key Responsibilities

• Independent Analytics Ownership : Lead discovery, design, and execution of analytical projects—sourcing data, crafting hypotheses, and delivering end-to-end insights that influence strategic decisions.
• Advanced Trend & Root Cause Analysis : Use SQL, advanced Excel, and BI tools to uncover deep-dive trends, anomalies, and performance drivers; build predictive models to forecast operational risks.
• Strategic Reporting & Storytelling : Develop executive-level reports and dashboards that succinctly communicate complex findings; present recommendations to senior leadership with confidence.
• Process Leadership & Improvement : Initiate and drive process optimization initiatives; partner with cross-functional teams to implement changes that reduce contact volume, improve resolution speed, and enhance CSAT.
• Mentorship & Best Practices : Coach and guide junior analysts on analytical techniques, data visualization standards, and project management; ensure adherence to data governance and quality protocols as part of day-to-day responsibilities.
• Stakeholder Engagement : Cultivate strong relationships within GBS, Payment Risk, and Customer Service leads; proactively identify opportunities to support high-impact projects and influence operational strategy.

Qualifications

Required

Preferred

Perks & Benefits

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