Business Specialized in Customer Service Operations Management
Binance, the world's largest cryptocurrency exchange by trading volume and registered users, is on the hunt for a Customer Service Process Manager to join their team. While a direct job posting for this exact title may not be available, the role's responsibilities can be inferred from related positions and Binance's operational context.
Managing and Optimizing Customer Service Processes
The successful candidate will be responsible for overseeing the efficient handling of high-volume inquiries across various communication channels, ensuring adherence to Binance's procedures, guidelines, and policies.
Complaint Resolution
Prompt resolution of customer complaints is another key aspect of the role. The Customer Service Process Manager will ensure proper solutions are provided and follow-ups are conducted to guarantee customer satisfaction and issue closure.
Cross-Functional Support
Collaboration with other business units such as Compliance, Onboarding (KYC/KYB), Product, and Front Office will be essential to resolve customer issues that may require cross-team efforts.
Data Analysis
The role requires collecting, categorizing, and analyzing user data from customer service interactions to identify trends, improve service quality, and contribute to better process efficiency.
Leading and Supporting Teams
The Customer Service Process Manager will supervise customer service operations, track performance metrics, enforce adherence to company process standards, and help improve workflows and training.
Maintaining Compliance and Quality Control
Ensuring customer service operations comply with regulatory standards and Binance's internal policies related to security, AML, and client data privacy is another crucial responsibility.
Supporting Global Customers
Given Binance's worldwide user base, managing multilingual support teams and ensuring excellent service across different time zones and languages may also be part of the role.
Stakeholder Management and Team Collaboration
The successful candidate will possess excellent stakeholder management skills, capable of building and maintaining effective cross-team relationships. They will also work closely with the Training and QA teams to enhance customer-facing teams' knowledge and streamline or automate existing processes.
Responding to Challenges
The role requires providing actionable insights into business challenges and responding promptly to incidents or operational disruptions.
A Committed Equal Opportunity Employer
Binance is committed to being an equal opportunity employer, valuing a diverse workforce for their success. They offer a work-from-home arrangement, although this may vary depending on the nature of the business team.
Qualifications
The ideal candidate should have at least 4-6 years of experience in customer service process management or operations, preferably within financial services or the crypto industry. They should also have hands-on experience in project management, utilizing BI and AI tools for data analysis and problem-solving.
Bilingual proficiency in English and Chinese is preferred for coordinating with overseas partners and stakeholders. The candidate should also have strong documentation, presentation, and persuasive communication skills.
They must exhibit effective organizational skills, resilience, and a strong sense of ownership to follow up on issues and projects aligned with department goals.
The required qualifications also include a strong overall understanding of crypto products, KYC, risk management, and compliance operational processes.
The job application process includes agreeing to the Candidate Privacy Notice.
Binance offers a wide range of digital-asset products, including trading, finance, education, research, payments, institutional services, Web3 features, and more.
With over 250 million users in more than 100 countries, the Customer Service Process Manager at Binance will play a crucial role in maintaining Binance's reputation for fast, accurate, and secure service delivery in the highly regulated and fast-paced cryptocurrency industry.
The Customer Service Process Manager at Binance, dealing with finance, business, and technology in the rapidly evolving cryptocurrency industry, will oversee customer service operations, handle high-volume inquiries efficiently, and ensure compliance with regulatory standards and Binance's internal policies. This role also involves prompt resolution of customer complaints, collaboration with various business units, and data analysis for process improvement. Additionally, the manager will need to lead and support teams, manage multilingual support teams, and possess strong stakeholder management skills for cross-team collaboration.
