Social Media Representative – Customer Service

Who We Are

Okcoin is one of the world’s largest and fastest growing cryptocurrency exchanges. We help millions of people buy and sell bitcoin, and over 20 other crypto assets every day — but our work is a whole lot more than that. We’re building an inclusive future of finance, one that opens new opportunities to learn financial literacy, store value, and build wealth for everyone.

Ready to help the next billion people experience the future of finance with us? Come on board. We have offices in San Francisco, Malta, Miami, Singapore, Japan, and Korea, but we believe in you working wherever you work best.

About the Team:

Social media team is part of the Global Customer Service function. Our Global teams mainly located in Malta and Malaysia, operating 24×7 to ensure we are reachable by all our valued customers. The Social Media team support and resolve all customer queries and feedback raised through our online platforms such as Telegram, Discord, Forums, etc.

About the Opportunity:

The successful candidate will think big about the future of FinTech (Crypto, Blockchain, etc.) and how you can bring greater customer experience through the interactions. You’ll continuously look out for any other areas for improvement and engagement with customer. You will possess the ability and willingness to balance customer needs with business priorities and articulate the rationale behind decisions.

At your core, you’ll thrive in a fast-paced, collaborative, process-driven environment and be able to adapt and adjust plans on-the-fly. You must also have strong prioritisation skills and willingness to roll up one’s sleeves to get the job done. Most importantly, you’ll drive results and significantly grow the adoption of company’s products and features.

What You’ll Be Doing:

• Attending to all customer queries, concerns, and comments received primarily on social media platforms and other communication tools.
• Reviewing all social media posts for accuracy and ensuring inappropriate content is flagged/alerted.
• Maintaining a working knowledge of company products to effectively communicate with customers.
• Creating and maintaining strong relationships with company partners and external stakeholders.
• Staying informed on social media trends, innovations, and changes.

What We Look For In You:

• A minimum of 2 years’ experience as a social media agent, customer service, or a similar role.
• Excellent knowledge of social media best practices.
• Ability to effectively use a variety of social media platforms, such as Twitter, Telegram, Facebook, Instagram, LinkedIn, Discord, Reddit, etc.
• Solid customer service skills with good communication and interpersonal skills. Multi-language skill would be a plus.
• Ability to work independently in a fast-paced environment.
• Willingly to work according to given schedule to support 24×7 operations.

Nice to Haves:

• Working knowledge of social media tools, such as Zendesk, Hootsuite, Buffer, Google Analytics, etc.
• A bachelor’s degree social media management, marketing, customer service, or a related field.
• Familiar with crypto/finance-technology industry
• Experience working with teams across global offices and time zones.

Okcoin Statement:

Okcoin 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.