Specialist, Customer Service (English)

About this role

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.

About The Opportunity

The Customer Service Specialist is responsible for managing customer cases from first contact through to resolution across multiple support channels. This is not a standard frontline role — it requires product fluency, sound judgment, and the ability to independently work through complex or multi-step cases. Specialists are expected to operate professionally, take full ownership of their cases, and contribute to the continuous improvement of the team and its processes.

What You’ll Be Doing

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Manage and resolve customer inquiries and complaints across email, chat, and voice channels, ensuring cases are handled completely and accurately from first contact to closure.

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Investigate complex cases that require cross-referencing account data, transaction records, or platform activity to reach an accurate and well-reasoned resolution.

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Coordinate with internal teams including Product, Risk, and Compliance when resolution requires cross-functional input or approval.

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Maintain up-to-date, comprehensive knowledge of company products, platform features, policies, and applicable regulatory requirements.

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Communicate clearly and professionally with customers and internal stakeholders throughout the case lifecycle.

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Identify root causes of recurring issues and surface findings to team leads and QA to strengthen processes…