Specialist, VIP Customer Relationship Management (Mandarin Speaker)

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About the 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 This is a frontline client service role that works closely with the Relationship Manager (RM) team to provide professional and consistent support to key clients. The role is responsible for handling client inquiries effectively, ensuring timely issue resolution, and delivering a seamless and consistent service experience. Please note that you may be employed in a jurisdiction where OKX operates a global service hub, and does not carry on business operating as a virtual asset trading platform in your jurisdiction. What You’ll Be Doing • Deliver Exceptional Client Support: Provide timely, attentive support to key clients while building and maintaining strong client relationships through day-to-day service interactions. • Coordinate Client Services: Work closely with the Relationship Manager (RM) team to deliver seamless client care by responding to inquiries, coordinating service requests, maintaining accurate records, and ensuring timely follow-up. • Ensure Service Excellence: Deliver responsive support through instant messaging and other communication channels, understand client needs, resolve issues efficiently, and handle complaints or service escalations with professionalism. • Manage Client Operations: Support the RM team with clients' day-to-day operational matters, including information processing, research, and feedback consolidation. Ensure all outstanding tasks are properly documented and handed over at the end of each shift. • Identify and Escalate Issues: Recognize sensitive, high-risk, or urgent situations and escalate them promptly in accordance with established internal procedures. • Maintain Compliance & Data Security: Adhere to all applicable compliance, regulatory, and data privacy requirements, ensuring sensitive information is handled securely and in line with company policies. What We Look For In You • Education & Language: Bachelor's degree or above, preferably in Business, Finance, Communications, or a related field. Fluent Mandarin is required, as this role supports native Mandarin-speaking clients and works closely with Mandarin-speaking business stakeholders. • Relevant Experience: At least 3 years of experience in client service, client relations, or customer support. Experience in financial services or supporting high-value clients/key accounts is highly preferred. • Client-Centric Mindset: Strong service orientation with the ability to remain composed when supporting demanding clients. Excellent verbal and written communication skills, strong sense of ownership, and exceptional attention to detail. • Problem Solving & Judgment: Able to manage multiple priorities effectively, exercise sound judgment in sensitive situations, and demonstrate strong awareness of information security and confidentiality. • Flexibility: Willing to work on a rotating shift schedule, including morning, afternoon, and evening shifts, and able

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