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Support Operations Lead, Australia

OKX
Sydney, New South Wales, Australia
Full time
Hybrid

Overview

Department

Operations

Job type

Full time

Compensation

Salary not specified

Location

Sydney, New South Wales, Australia

Company size

Mature [ 50+ employess ]

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Lead and coach global Customer Support to better serve Australian users. Act as a subject matter expert for all things Australia within the customer support experience, ensuring offshore agents understand local customer expectations and regulations.

Requirements

  • 5+ years of experience in customer operations, customer experience, or support leadership, ideally within fintech, crypto, or financial services.
  • Solid understanding of Australian financial regulation, consumer protection expectations, and AML/KYC processes.
  • Experience working with or leading offshore support teams in a high-growth or regulated environment.
  • Exposure to customer-centric operations functions — blending support, risk, compliance, and product feedback loops.
  • Strong leadership and coaching ability, with a focus on raising offshore team performance without direct line management.
  • Excellent stakeholder management skills — ability to work across compliance, product, marketing, and support teams.
  • Operationally minded — you're a problem-solver who can turn user pain points into action plans.
  • Process-driven — capable of designing and implementing SOPs and knowledge base content.
  • Excellent communicator — able to distill regulatory complexity into practical CS guidance.
  • Analytical — confident using data and KPIs to improve customer outcomes and support operations.

    • Responsibilities

  • Represent the voice of the Australian customer within the business and act as SME for AU-specific support needs, regulations, and expectations.
  • Coach and guide offshore CS teams to improve handling of Australian tickets, especially regulatory-sensitive cases (e.g., scam/fraud, ID verification).
  • Partner with local Compliance, Operations, and Legal to ensure offshore CS agents are trained and updated on local regulatory requirements.
  • Manage high-priority and escalated customer cases in collaboration with offshore agents and local teams.
  • Liaise with Customer Due Diligence (CDD) teams to improve KYC/AML workflows for AU customers and reduce customer friction.
  • Work closely with Product and Marketing teams to proactively inform CS of upcoming campaigns, changes, or product launches that may drive ticket volume.
  • Identify operational pain points in the customer journey and work cross-functionally to resolve or escalate them.
  • Develop SOPs, quick guides, and training materials to help offshore agents respond more effectively to AU users.
  • Track key CS metrics such as resolution time, CSAT, and escalation volume to measure success and identify improvement areas.
  • If the business moves toward a local CS team in the future, help scope, plan, and build this function from the ground up.
    • Company
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