Support Operations Manager

7 days ago

Sydney, New South Wales, Australia OKX Australia Pty Ltd Full time $90,000 - $120,000 per year

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 Role*

We're on a mission to deliver an exceptional, localised support experience for our Australian customers — one that's fast, human, and truly white-glove.

As our Support Operations Manager you'll be the face and voice of our brand during key moments that matter — helping customers feel understood, supported, and confident in their journey with us. You'll bring empathy, precision, and an authentic Australian touch to every interaction, providing high-quality support to everyday users as well as VIP, SMSF, and wholesale clients.

This role sits at the intersection of customer success and relationship management. You'll handle live chats, calls, and follow-ups — but you'll also act as a trusted concierge, guiding customers through onboarding, first trades, and ongoing engagement.

*What you'll be doing*

  • Deliver real-time support via live chat and phone during Australian business hours.
  • Provide white-glove assistance to VIP, SMSF, and wholesale clients — from onboarding and deposits to proactive product guidance.
  • Resolve customer queries with care and accuracy, ensuring no chat or case closes without full resolution.
  • Detect and own complaints — listening actively, empathising genuinely, and crafting tailored responses.
  • Localise the experience: Communicate in a natural, conversational way that feels familiar and genuine to Australian customers.
  • Collaborate with global support teams to ensure seamless 24/7 coverage and continuous quality improvement.
  • Identify opportunities for better processes, helping shape how we deliver support in the AU market.

What you'll bring

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