Specialist in Optimizing Customer Service Procedures in a Business Setting
Binance, the leading global blockchain ecosystem and the world's largest cryptocurrency exchange by trading volume and number of registered users, is on the lookout for a Customer Service Process Manager. With over 250 million users in more than 100 countries, Binance offers a wide range of digital-asset products and services, including trading, finance, education, research, payments, institutional services, and Web3 features [1][3][4][5].
The role of a Customer Service Process Manager at Binance involves managing and improving customer service workflows, Standard Operating Procedures (SOPs), and Frequently Asked Questions (FAQs) [4]. It requires hands-on experience in project management, using Business Intelligence (BI) and Artificial Intelligence (AI) tools, and a strong understanding of crypto products, Know Your Customer (KYC), risk management, and compliance operational processes [1].
Binance is committed to being an equal opportunity employer and values diversity in its workforce. The ideal candidate should have at least 4-6 years of experience in customer service process management or operations, preferably within the financial services or crypto industry [1]. Bilingual proficiency in English and Chinese is preferred for coordinating with overseas partners and stakeholders [4].
The role also involves collaborating with Training and Quality Assurance (QA) teams to enhance the knowledge of customer-facing teams, supporting, collecting, and analysing feedback from the customer service team, and liaising with stakeholders across departments to stay updated on new information [4]. The candidate should possess excellent stakeholder management skills, strong documentation, presentation, and persuasive communication skills, and the ability to build and maintain effective cross-team relationships [4].
Binance offers opportunities for career growth, continuous learning, and a competitive salary with company benefits. As a global leader in the blockchain ecosystem, Binance is dedicated to building a safer, more transparent blockchain environment, as demonstrated by its active role in initiatives such as the T3+ global collaboration program [1].
If you are proactive, result-oriented, and able to work independently with minimal supervision, this could be the perfect opportunity for you. For a detailed job description or specific requirements, it may be best to consult Binance’s current career listings directly or their official HR communications, as such specialized roles tend to have tailored qualifications and responsibilities.
[1] Binance. (2021). Binance joins global collaboration program to combat illicit activities on blockchain networks. Retrieved from https://www.binance.com/en/blog/2021/02/11/binance-joins-global-collaboration-program-to-combat-illicit-activities-on-blockchain-networks
[2] Binance. (2021). Binance Cares: Our Commitment to Social Impact. Retrieved from https://www.binance.com/en/blog/2021/01/27/binance-cares-our-commitment-to-social-impact
[3] Binance. (2021). Binance.US Announces Strategic Partnership with Coinbase to Further Expand U.S. Crypto Market. Retrieved from https://www.binance.us/en/blog/binance-us-announces-strategic-partnership-with-coinbase-to-further-expand-us-crypto-market
[4] Binance. (2021). Binance Careers. Retrieved from https://careers.binance.org/
[5] Binance. (2021). Binance Launches New Crypto-Powered DeFi Swap Platform. Retrieved from https://www.binance.com/en/blog/2021/03/26/binance-launches-new-crypto-powered-defi-swap-platform
- In this role at Binance, the Customer Service Process Manager will need to leverage business intelligence and technology, particularly AI tools, to improve customer service workflows.
- Apart from a strong understanding of crypto products and compliance operational processes, the ideal candidate should also possess excellent stakeholder management skills and the ability to build effective cross-team relationships, given the global nature of Binance's operations.
