Support Operations Manager

OKX

Employer Active

Posted on 29 Sep

Experience

5 - 10 Years

Job Location

Dubai - United Arab Emirates

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

What You'll be Doing

  • Act as the voice of UAE customers within the business and serve as the subject matter expert for UAE-specific support needs, regulations, and user expectations.
  • Guide and coach offshore customer support teams to improve handling of UAE-related tickets, especially those involving regulatory or high-sensitivity issues (e.g. scam/fraud, identity verification).
  • Collaborate closely with Compliance, Legal, and Operations teams in the UAE to ensure offshore agents are aligned with local regulatory and operational requirements.
  • Manage escalated customer cases and ensure timely resolution in partnership with offshore support and local stakeholders.
  • Identify pain points across the customer journey and recommend process or product improvements to enhance service quality.
  • Develop and maintain UAE-specific SOPs, quick guides, and internal training materials for offshore teams.
  • Track and analyze key support metrics such as CSAT, resolution time, and escalation rates to identify trends and areas for improvement.

Desired Candidate Profile

  • 5+ years experience in customer support or customer operations ideally within fintech, crypto, or financial services.
  • Strong knowledge of UAE financial regulations, consumer protection expectations, and KYC/AML processes.
  • Proven experience working with or managing offshore support or BPO teams in a regulated environment.
  • Ability to translate customer pain points into actionable process or product improvements.
  • Strong stakeholder management skills comfortable working across support, compliance, product, and marketing teams.
  • Excellent communication and documentation skills able to distill complex regulatory information into clear support guidance.
  • Data-driven mindset confident in analyzing support metrics to improve operations.
  • Fluency in English and Arabic

Company Industry

Department / Functional Area

Keywords

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OKX


https://job-boards.greenhouse.io/okx/jobs/7229272003

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