Overview
Please note, all positions at Binance require relevant experience. Applications without required experience will not be considered.
In very little time, Binance has become the no. 1 global crypto-currency exchange in the world.
Are you looking to be a part of one of the most influential companies in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?
Binance, the no.1 digital asset exchange in the world, is looking for a Customer Support Team Leader/Supervisor to lead a team of front line support representatives and inspire them to providing the best customer support in the world for our fast expanding, global-facing customer support operations.
Our CS reaches a global audience to provide a world-class premium level of support for our millions of users in over 180 countries, worthy of the world’s no.1 digital asset exchange platform.
Responsibilities
- Daily management of the English CS teams and monitoring of CS sites performance;
- People management activities including training, motivation/performance management, offboarding, promotion, communication etc; responsible for overall service quality delivery and team performance achievement;
- Participate in the formulation and execution of CS processes, SLA, work plans and operational procedures; Develop plans for implementing new products and business processes; work with training supervisor to develop and implement training programs; provide input for business process optimisation;
- Manage team members’ work shift schedule, balance and adjust key performance metrics to meet a high standard of quality and volume;
- Manage English CS team’s daily shifts; monitor, supervise and assess CS agents’ daily activities and have a good understanding of their work performance, with a main purpose of improving overall service quality;
- Collaborate with other departments such as product, marketing and technology for feedback and improvement;
Requirements
- More than 5 years CS experience with at least 2 years CS management experience, with a E-commerce or financial industry background;
- Proficient in English listening, speaking, reading and writing;
- Skilled at In MS Office suite or similar including WORD/EXCEL/PPT/VISIO etc for data analysis and reporting;
- Familiar with CS operation and business processes, with a strong ability for problem solving and strong number driven approach;
- Excellent communication skills, with a strong teamwork mentality;
- Work proactively with a high sense of service mindset; Strong adaptability and problem solving ability towards CS, able to deal with urgent matters independently;
- Able to work under pressure; show a strong sense of responsibility, and a passion for CS management; calm mood but a warm and empathetic personality; able to motivate team members to work diligently;
- Experience working at a large E-commerce company in CS management is a big plus.
Conditions
- 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