Specialist in the Field of Customer Service Business Processes
Binance, the leading global blockchain ecosystem and the world's largest cryptocurrency exchange by trading volume and registered users, is looking for a Customer Service Process Manager to join its team. This role is ideal for an experienced professional with a strong background in customer service process management or operations, preferably within the financial services or cryptocurrency industry.
Key Responsibilities
The Customer Service Process Manager at Binance will primarily focus on evaluating, revising, and continuously improving customer service workflows, Standard Operating Procedures (SOPs), and FAQs to support organizational scaling and enhance customer experience. This role requires close collaboration with multiple stakeholders across departments, including Training, QA, and Product teams, to streamline or automate processes, develop self-service solutions, and respond promptly to operational incidents.
Additionally, the position involves monitoring daily chat quality, escalating issues, providing actionable business insights, and using AI and Business Intelligence (BI) tools for advanced data analysis to troubleshoot and resolve customer issues quickly.
Key Requirements
To be successful in this role, candidates should possess the following qualifications:
- At least 4-6 years of experience in customer service process management or operations, preferably within financial services or the cryptocurrency industry.
- A strong understanding of crypto products, KYC (Know Your Customer), risk management, and compliance operational processes.
- Proven ability to maintain smooth operational workflows, hands-on project management experience, and proficiency in using BI and AI tools for data analysis and insight generation.
- Experience in writing and maintaining customer service SOPs and related documentation is essential.
Benefits and Work Environment
Binance offers a competitive salary and company benefits, as well as a work-from-home arrangement, though the specifics may vary depending on the work nature of the business team. The company also provides opportunities for career growth and continuous learning in a results-driven workplace.
Binance is trusted by 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.
Stakeholder Management and Communication Skills
The role requires excellent stakeholder management skills, able to build and maintain effective cross-team relationships. Strong documentation, presentation, and persuasive communication skills are also necessary to effectively liaise with stakeholders and collaborate with training and QA teams.
A Proactive, Result-Oriented Mindset
The ideal candidate should have a proactive, result-oriented mindset, able to work independently with minimal supervision. They should have effective organizational skills, resilience, and a strong sense of ownership to follow up on issues and projects aligned with department goals.
In summary, the Customer Service Process Manager at Binance is responsible for optimizing customer service processes, ensuring quality, handling escalation, driving data-driven improvements, and managing compliance-related workflows, backed by relevant experience and strong analytical capabilities using AI and BI technologies.
[1] Source for the role's responsibilities [2] Source for the Senior Product Manager, Customer Service position [3] Source for the role's key requirements
The Customer Service Process Manager at Binance, a leading global blockchain ecosystem and the largest cryptocurrency exchange, plays a crucial role in enhancing business technology within the financial services or cryptocurrency industry by revising and improving customer service workflows, SOPs, and FAQs. The position also requires candidate's proficiency in using AI and Business Intelligence tools for advanced data analysis.
As a key team member, the successful candidate will collaborate with various departments like Training, QA, and Product teams to streamline and automate processes, develop self-service solutions, and use extensive understanding of crypto products and risk management operational processes for resolution of customer issues.
