Customer Service Product Support Specialist

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 230 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

Responsibilities:

• Responsible for the end-to-end product ownership of Customer Service team by reviewing and enhancing existing systems and features to improve service efficiency and service quality management.
• Analyze, align and evaluate business scenarios and pain points in customer servicing related functions to develop creative solutions.
• Organize business objectives and requirements to deliver a comprehensive and accurate Business Requirement Document (BRD).
• Drive product feature prioritization across business stakeholders, product and technology stakeholders.
• Create and organize testing scenarios as well as conduct testing to ensure product solution is successfully delivered.
• Prepare guides and communication materials prior to implementation to share with the entire Customer Service team.
• Manage product roll-out strategy closely with business stakeholders.
• Engage with key stakeholders (i.e. different departments in the customer service team, other product teams, data team etc) to ensure objectives of product enhancements are met.
  
  

Requirements:

• Bachelor's Degree or above in any discipline.
• 2 - 3 years experience in customer service and have knowledge of customer servicing tools eg. CRM and chat systems
• Experience in product management or management consulting is a plus.
• Good analytical and logical thinking skills. Able to define and solve problems with structured, fact or data driven approaches.
• Able to explain complex concepts in a simple and concise manner. Good presentation and writing skills.
• Able to dive deep into business scenarios and understand real pain points faced by business and users.
• Effective communication skills to collaborate with various stakeholders from diverse backgrounds.
• Fluent in English and ability to communicate in Chinese is a plus to be able to coordinate with overseas partners and stakeholders.
• Able to work in a dynamic, fast paced environment and have a strong sense of service.
• Team player who is able to perform under pressure, multi-task, self-motivated and can work independently.
  
  

Why Binance

• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
  
  

Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

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