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.
What You’ll Be Doing
- Lead a team of Legal Response agents day-to-day: assign and triage incoming law enforcement requests, monitor SLA and quality performance, and step in on complex or time-sensitive cases.
- Coach and develop team members, conduct regular 1:1s, and flag performance or capacity issues to your Manager.
- Act as first-line escalation point for law enforcement requests and internal stakeholder queries (Legal, Compliance, Risk, Customer Service), resolving what you can and escalating what you can't with clear context.
- Maintain and enforce SOPs for handling law enforcement and regulatory requests; surface process gaps or inefficiencies to your Manager with a recommended fix.
- Own team-level metrics and reporting: SLA adherence, backlog aging, error rate, and volume trends — using the team's data and reporting tools directly.
- Serve as subject matter expert on law enforcement request handling for your team and adjacent functions.
- Maintain working knowledge of company products sufficient to communicate credibly with external stakeholders (law enforcement, legal representatives).
- Support your Manager on process improvements, projects, and cross-team initiatives as needed.
Day-to-Day Responsibilities
- Ensuring daily operations run smoothly; escalate incidents to your Manager and relevant stakeholders in a timely manner.
- Monitor SLA, backlog, and error-rate KPIs; identify trends and quality issues before they become escalations.
- Conduct weekly/monthly performance reviews with team members, distinct from informal 1:1s.
- Coordinate with L&D on training and re-training needs identified through performance monitoring.
- Lead or contribute to process improvement projects and workshops.
- Plan team shift schedules to maintain 24x7 coverage, and manage shrinkage against plan.
- Participate in recruitment activities (screening, interviewing) for the team.
What We Look For In You
- A degree in law, compliance, or a related field, or equivalent experience demonstrating critical thinking.
- Prior experience leading or supervising a team, comfortable holding others accountable.
- Comfortable working with data: reading SLA/volume/error dashboards and using them to make day-to-day team decisions, not just reporting numbers upward.
- Strong written and verbal communication; detail-oriented, especially under time pressure.
- Able to work independently and as part of a team.
- Comfortable working in a fast-paced, dynamic environment with changing priorities.
- Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
- Solutions mindset: passionate to find the right solution and resolve the issue.
- Excellent time management: ability to multi-task to solve issues while managing time.
- Quick learner: ability to ramp up quickly and act on feedback constructively.
- Willing to work on a rotational shift to support 24x7 operations.
- Willing to work in Tun Razak Exchange (walking distance from MRT TRX).
Perks & Benefits
- Competitive total compensation package
- L&D programs and Education subsidy for employees' growth and development
- Various team building programs and company events
- Wellness and meal allowances
- Comprehensive healthcare schemes for employees and dependants
- More that we love to tell you along the process!
Notice:
All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. If in doubt, please apply directly through our official careers website.
Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX's Candidate Privacy Notice.