Join Binance’s Customer Service team and be a part of a client-facing business where exceptional support is our priority. We aim to create a platform where users receive top-quality assistance with fast response times and accurate information. Our support is provided via ticketing systems and live chat, handling customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform. We seek empathetic, communicative, and problem-solving individuals who can advocate for our customers and gather valuable feedback. Join us and help ensure exceptional service standards and high customer satisfaction.

Responsibilities:

• Develop and implement QA processes and procedures.
• Conduct root cause analysis and implement corrective actions.
• Lead, mentor, and develop a team.
• Monitor and evaluate team performance, provide feedback, and conduct performance reviews.
• Design and deliver training programs to enhance the skills and knowledge of the QA team.
• Oversee QA projects and initiatives with basic project management skills.
• Ensure compliance with all relevant regulations and implement best practices in compliance management.

Requirements:

• Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.
• 8 – 10 years experience in customer service and have knowledge of customer servicing tools.
• In-depth understanding of quality standards and best practices in customer support.
• Strong analytical skills and the ability to interpret data and metrics.
• Excellent communication and interpersonal skills.
• Strong understanding of customer service principles and the ability to ensure a customer-centric approach.
• Solid background in compliance, with experience in KYB and KYC processes.
• Familiarity with regulatory requirements and industry standards related to KYB and KYC.