Binance is a global leader in blockchain technology and operates the world’s largest cryptocurrency exchange by trading volume and user base. Trusted by over 250 million users across more than 100 countries, Binance is known for its top-tier security, transparent handling of user funds, high-speed trading engine, deep liquidity, and a comprehensive range of digital asset products. Its services span trading, finance, education, research, payments, institutional offerings, Web3 capabilities, and more. Binance harnesses blockchain and digital assets to create a more inclusive financial system, promoting financial freedom and accessibility worldwide.

Responsibilities

– Continuously assess and enhance customer service workflows, SOPs, and FAQs to support business growth.
– Coordinate with cross-functional teams to stay informed about updates and ensure smooth communication within the customer service department.
– Work closely with Training and QA teams to improve the knowledge base of customer-facing teams; lead initiatives to automate or streamline processes and support new business needs.
– Gather and analyze feedback from customer service teams and collaborate with the product team to implement effective solutions.
– Monitor chat quality daily, identify and escalate issues promptly, and support decision-making to enhance customer satisfaction.
– Provide insights into operational challenges and respond swiftly to incidents or disruptions.
– Use AI and BI tools to conduct advanced data analysis, identify customer issues, and facilitate quick resolutions.
– Perform other tasks as assigned by the Line Manager or department leadership.

Requirements

– 4–6 years of experience in customer service operations or process management, ideally in financial services or the crypto industry.
– Strong knowledge of crypto products, KYC, risk management, and compliance procedures.
– Demonstrated ability to maintain efficient operations and deliver results.
– Practical experience in project management and using BI/AI tools for data analysis and problem-solving.
– Skilled in creating and maintaining customer service SOPs and documentation.
– Strong stakeholder management and ability to build effective cross-functional relationships.
– Excellent organizational skills, resilience, and ownership of tasks and projects aligned with team goals.
– Self-motivated and results-driven, capable of working independently.
– Strong skills in documentation, presentations, and persuasive communication.
– Bilingual in English and Chinese is preferred to coordinate with international partners and stakeholders.

Why Join Binance

– Help shape the future with the world’s leading blockchain ecosystem.
– Work with top-tier talent in a user-focused, flat-structured global organization.
– Engage in unique, fast-paced projects with autonomy in an innovative setting.
– Grow in a performance-driven environment with career development and learning opportunities.
– Enjoy a competitive salary and comprehensive benefits.
– Flexible work-from-home options (depending on team requirements).

Binance is an equal opportunity employer and values diversity as a key to success.

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