Specialist in Optimizing Customer Service Operations
Binance, the leading global blockchain ecosystem and the world's largest cryptocurrency exchange by trading volume and registered users, is on the hunt for a Customer Service Process Manager (also known as a Customer Service Business Process Specialist). This role is crucial in ensuring Binance's customer support operations are efficient, scalable, and aligned with the company's goal to provide top-quality, fast, and accurate assistance to its global user base.
Key Responsibilities
The Customer Service Process Manager will be responsible for evaluating, revising, and continuously improving customer service workflows, Standard Operating Procedures (SOPs), and FAQs to ensure scalability and efficiency as Binance expands globally.
Collaborating closely with stakeholders across different departments, such as product, compliance, training, and QA teams, will be essential to stay updated on new information and effectively communicate updates or changes within the customer service team.
The role also involves collaborating with Training and Quality Assurance teams to improve the knowledge and performance of customer-facing teams and leading initiatives to streamline or automate processes to enable self-service solutions or support emerging business needs.
Collecting, analyzing, and acting on feedback from the customer service teams and working with product teams to implement effective customer experience improvements is another key responsibility. Monitoring daily customer interactions, proactively identifying and escalating issues to relevant stakeholders, and facilitating decision-making to resolve operational challenges or improve services is also part of the job.
Providing actionable insights into business challenges through data analysis and responding promptly to incidents or disruptions affecting customer service is another important aspect of the role. The use of AI and Business Intelligence tools for advanced data analysis to detect customer issues quickly and ensure fast resolution is also required.
Role Requirements
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. Bilingual proficiency in English and Chinese is preferred for coordinating with overseas partners and stakeholders.
The candidate should have a strong understanding of crypto products, KYC, risk management, and compliance operational processes. Hands-on experience in project management, using BI and AI tools for data analysis and troubleshooting, is also necessary.
Effective organizational skills, resilience, and a strong sense of ownership to follow up on issues and projects are essential. The candidate should also have a proactive, result-oriented mindset, able to work independently with minimal supervision.
Strong documentation, presentation, and persuasive communication skills are required to effectively communicate updates or changes within the customer service team. Excellent stakeholder management skills, able to build and maintain effective cross-team relationships, are also crucial.
Company Overview
Binance offers a work-from-home arrangement, although it may vary depending on the work nature of the business team. The company serves over 250 million people in 100+ countries and offers a wide range of digital-asset products, including trading, finance, education, research, payments, institutional services, Web3 features, and more.
Binance is committed to being an equal opportunity employer.
In summary, the Customer Service Process Manager at Binance acts as a process optimization leader who drives continuous improvement of customer support workflows, ensures clear communication across teams, leverages data and AI tools for better insights, and helps scale Binance’s customer service capabilities globally.
- To improve efficiency and scalability of customer support operations at Binance, the role requires the use of technology, including AI and Business Intelligence tools for data analysis, to quickly detect customer issues and ensure fast resolution.
- The ideal candidate for the Customer Service Process Manager role at Binance is expected to have hands-on experience in using BI and AI tools for data analysis and troubleshooting, demonstrating the importance of technology in this position.
