Support Operations Manager, MENA

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

We are looking for a detail-oriented and highly motivated Trade Operations Manager to join our growing team. In this role, you will oversee and optimise our clients' trading experience. You will play a crucial role in ensuring we understand our clients' trading habits, the products they are looking for and what we can do to improve outcomes for them.

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.
  
  
  

What We Look For In You

• 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
  
  
  

Perks & Benefits

• Competitive total compensation package
• L&D programs and Education subsidy for employees' growth and development
• Various team building programs and company events
• Comprehensive healthcare schemes for employees and dependants
• More that we love to tell you along the process!
  
  
  

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