Process Manager (Customer Service)

Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money. Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?

Responsibilities:

• Prepare, review and update customer service related SOP to ensure service consistency
• Maintain communication with the product department, and disseminate promptly and efficiently product changes to customer service agents, training team, and internal product team
• Collect feedback from the customer service side and seek solutions from the product team
• Monitor and manage daily chat quality, identify problems in time and able to propose effective solutions
• Assist in keeping the official FAQ up to date

Requirements:

• 3-5 years of experience in project management or operation
• Good documentation and presentation skills
• Able to communicate effectively and maintain good relationship with stakeholders
• Hands on experience in drafting SOP
• Customer service experience and knowledge in crypto is highly preferred
• Bilingual in English and Chinese to be effectively liaising with Chinese speaking stakeholders

Working at Binance

• Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry • Fast moving, challenging and unique business problems • International work environment and flat organisation • Great career development opportunities in a growing company • Possibility for relocation and international transfers mid-career • Competitive salary • Flexible working hours, Casual work attire