Joogon Kim

• Drove the firm to top-volume broker partner status on Binance Futures since contract launch (2019),
generating 580 BTC in cumulative broker commissions on sustained nine-figure (USD) daily trading
volume at peak
• Owned end-to-end exchange onboarding and API integration across 5 tier-1 exchanges (Binance, Bybit,
OKX, Bitget, BitMart) — covering technical integration, KYB documentation, and go-live coordination
• Led platform QA across crypto brokerage and AI agent products: defined test scenarios, triaged production
bugs, and made release-blocker calls with engineering
• Coordinated liquidity provider operations and cross-border workflows between Korean HQ, Asian exchange
partners, and remote engineering across 12+ hour timezone gaps
• Drove KYB renewals, corporate verification, and operational compliance records across multiple
jurisdictions

• Led KYC and KYB operations for retail and corporate exchange accounts — owning the full verification
lifecycle for thousands of monthly applications
• Built SLA/KPI tracking for customer ops and drove workflow improvements that reduced verification backlog
and accelerated first-pass approvals
• Owned compliance documentation and operational risk reviews; partnered with legal and finance on
regulatory submissions
• Standardized B2B reporting cadence and operational documentation for corporate clients and partner
banks

• Managed daily operations for a 70-person multilingual customer ops team handling thousands of daily
customer interactions across chat, email, and escalation channels for Klooks global travel platform
• Owned SLA, KPI, and quality metrics; delivered weekly English-language performance reports directly to
Klook stakeholders
• Led the team through COVID-19s 95% collapse in booking volume — executed workforce restructuring
and severance processes in full compliance with Korean labor law, partnering with HR and legal end-to-end
• Restructured shift planning and standardized escalation playbooks across language teams to maintain SLA
during volatile demand

• Led a 20-person customer ops team at Upbit during Koreas 2018 crypto boom — one of the highest
volume retail crypto support environments globally at the time
• Personally handled 120+ tickets/day at peak across phone, chat, and ticketing while coaching the team
on transaction troubleshooting, AML-flagged case handling, and escalation judgment
• Owned high-pressure incident response during major market events and exchange-side technical incidents (internal transfer within Dunamu)
• Ran end-to-end platform operations for Stockplus (top-3 Korean mobile stock trading app) as a 2-person
team handling 50-60 daily inquiries spanning market data issues, platform CX, QA, and engineering
coordination
• Translated customer-reported bugs into engineering backlog items and validated fixes pre-release

• Delivered technical consultation on temperature sensors and automation products for B2B industrial clients
• Coordinated import/export logistics and multilingual overseas client communication