Senior Manager, Customer Complaints

OKX · Remote Roles - EMEA

Customer Support🌍 RemotePosted 2026-09-02

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h2 class= heading-2 ace-line old-record-id-ARMWdtKDIowwlyxaSOuuzEqssIf strong Who We Are /strong /h2

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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: em We Before Me /em , em Do the Right Thing /em , and em Get Things Done /em . 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. /div

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h2 class= heading-2 ace-line old-record-id-PiRwdXFmiomeQDxx0RUuDGJ1sag strong About the Opportunity /strong /h2

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div class= ace-line ace-line old-record-id-doxlgnSeQnHlLmBUZLo5JW1TOCf The Compliance function at OKX is responsible for the overall compliance culture at the company. We’re a team of risk-minded problem solvers who advise the business on the company’s regulatory obligations and enterprise risk. /div

div class= ace-line ace-line old-record-id-ZvTsdwjwoo2cACxIVW4lOL7Ug5d In this role, you will own OKX's Global Customer Complaints Program and report directly to the Compliance Chief of Staff. You will work closely with Local Compliance, Legal, Customer Support, Product, Operations, and Risk teams to promote consistent complaint handling across jurisdictions, maintain alignment with regulatory requirements, and provide effective second-line oversight and challenge. /div

div class= ace-line ace-line old-record-id-Y8Epd8yQGoasjSxacv7lTzR4gxb A key part of the role will be turning customer complaints into actionable compliance and conduct-risk intelligence. You will oversee complaints governance and quality assurance, identify trends and potential systemic issues, support root-cause analysis and remediation, and provide senior leadership with clear reporting on customer outcomes and emerging risks. /div

div class= ace-line ace-line old-record-id-N1QedBOtUo2em1xmAUSlqTQTgwf You will also support the development, coordination, and tracking of responses to regulators, working directly with Legal and Local Compliance teams on regulatory inquiries, escalated complaints, and related supervisory matters. This requires strong regulatory judgment, excellent written communication, and the ability to coordinate complex matters across multiple teams and jurisdictions. /div

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h2 class= heading-2 ace-line old-record-id-HytwdMMd1o5PQtxqi9QudDSMsWV strong What You’ll Be Doing /strong strong /strong /h2

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li class= ace-line ace-line old-record-id-GPQvdixanoQ82xxFNeeljgcHgyc data-list= bullet

div Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints, partnering with Legal and Local Compliance teams to gather and validate facts, prepare clear and defensible responses, manage review and approval processes, meet regulatory deadlines, and track resulting commitments, remediation, and follow-up through closure. /div

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div Maintain global regulatory alignment by partnering with local Heads of Compliance to identify changes in jurisdictional requirements and ensure global policies, standards, procedures, and local requirements remain current and appropriately implemented. /div

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div Oversee the end-to-end complaints control framework, including complaint identification and classification, regulatory and internal service-level requirements, escalation thresholds, documentation standards, investigation and resolution expectations, and closed-loop validation. /div

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div Own the second-line oversight and quality assurance, including risk-based testing of complaint handling, identification of control gaps and customer-outcome issues, tracking of remediation, and escalation of issues. /div

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li class= ace-line ace-line old-record-id-AKkMdvveBo78LTxLFQhl1RJ6guf data-list= bullet

div Turn complaint data into actionable compliance and conduct-risk intelligence by monitoring trends, recurring issues, root causes, regulatory complaints, overdue cases, customer outcomes, and potential systemic issues requiring broader investigation or remediation. /div

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div Own complaints governance and executive reporting, including reporting to compliance committees and serving as the standing owner of the complaints agenda for compliance leadership meetings. /div

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div Maintain the complaint management database, service level agreement adherence, and escalation thresholds across all regions. /div

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div Serve as the central Compliance point of contact for material complaint matters, including complaints or inquiries escalated to regulators, ensuring consistent governance, appropriate escalation, and defensible documentation. /div

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div Drive continuous improvement of the framework, using QA results, regulatory developments, complaint trends, and lessons learned to strengthen controls and improve customer outcomes globally. /div

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h2 class= heading-2 ace-line old-record-id-ZvAmdvgIGoKyiHxjBTiu68Kcs9d strong What We Look For In You /strong /h2

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li class= ace-line ace-line old-record-id-UUNcdx5tqofhVhxEvOPlMDBVgmX data-list= bullet

div Strong experience developing and managing responses to regulators is required, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters. Demonstrated ability to coordinate cross-functional inputs, develop clear and defensible written responses, manage regulatory deadlines, and track resulting commitments and remediation through closure. /div

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div Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline, ideally within a highly regulated and globally distributed organization. /div

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div Demonstrated experience owning or overseeing a multi-jurisdictional compliance framework, including translating regulatory requirements into scalable global standards, controls, monitoring, and governance while appropriately incorporating local requirements. /div

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div Strong regulatory and customer-outcome judgment, with the ability to distinguish individual service issues from matters presenting potential regulatory, conduct, consumer-harm, reputational, or systemic risk. /div

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div Demonstrated experience with root-cause analysis and systemic remediation, including assessing whether broader customer populations may be affected and driving appropriate corrective action. /div

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div Strong second-line oversight and challenge capabilities, with experience designing or operating risk-based monitoring, QA, issue escalation, remediation tracking, and governance processes. /div

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div Strong analytical and reporting capabilities, trend analysis, SLA monitoring, management information, and executive reporting. /div

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div Excellent written and verbal communication skills, with the ability to communicate clearly with regulators, Legal, Compliance, senior executives, and cross-functional stakeholders. /div

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div Proven ability to influence geographically dispersed teams and senior stakeholders. /div

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h2 class= heading-2 ace-line old-record-id-DiLSdqfwUoKOraxakB6uGEomsXl strong Nice to Haves /strong /h2

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div Experience designing or overseeing a global customer complaints program across multiple regulatory regimes, particularly the United States, United Kingdom, European Union, APAC, LATAM, and/or Middle East. /div

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div Familiarity with complaints-handling and customer protection expectations across major global regulatory regimes, including those established by the FCA, CFPB, MAS, European Supervisory Authorities (EBA, ESMA and EIOPA), and other relevant national competent authorities and dispute-resolution bodies. /div

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div Relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD or equivalent legal qualification, or a comparable compliance, risk, or audit credential. /div

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h2 class= heading-2 ace-line old-record-id-CmqsdZ2GTo6Z9VxuHx4ugzRRsm3 strong Perks span style= font-size: 18pt; Benefits /span /strong /h2

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div Competitive total compensation package /div

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div L D programs and Education subsidy for employees' growth and development /div

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div Various team building programs and company events /div

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div Comprehensive healthcare schemes for employees and dependants /div

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div More that we love to tell you along the process! /div

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div class= ace-line ace-line old-record-id-ICVNdKGbzoyJvjx3MkouO6E4sSb span style= font-size: 18pt; strong OKX Statement: /strong /span /div

div class= ace-line ace-line old-record-id-I3fmdZuJFoTBq5x36pAufcDSstf OKX is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. /div

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/div div class= content-conclusion div data-lark-html-role= root span class= text-only data-eleid= 18 span class= text-only span class= text-only data-eleid= 6 Notice: br /span /span /span

div data-lark-html-role= root span class= text-only data-eleid= 26 span class= text-only All official /span span class= text-only text-with-abbreviation text-with-abbreviation-bottomline OKX /span span class= text-only vacancies are published on this website. /span /span span class= text-only data-eleid= 28 span class= text-only While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. /span /span strong span class= text-only data-eleid= 29 span class= text-only If in doubt, please apply directly through our official careers website. /span /span /strong /div

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div data-lark-html-role= root span class= text-only data-eleid= 18 span class= text-only Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to /span span class= text-only text-with-abbreviation text-with-abbreviation-bottomline OKX /span span class= text-only 's /span /span a class= link rich-text-anchor __anchor-intercept-flag__ text-content-link href= https://www.okx.com/en-eu/help/okx-candidate-privacy-notice target= _blank data-eleid= 19 data-lark-is-custom= true data-lark-link= true Candidate Privacy Notice /a span class= text-only data-eleid= 20 span class= text-only . /span /span /div /div