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Customer Service Project Manager at Binance: Manage cross-border projects, drive process improvements, and enhance customer satisfaction in a leading blockchain ecosystem.
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Customer Service Project Manager
Binance
Job Location
Brunei DarussalamCambodiaGeorgiaJapanArmeniaAzerbaijanBahrainBangladeshBhutanCyprusJordanKorea (South)KuwaitMalaysiaMaldivesNepalPakistanTaiwan, Republic of ChinaTajikistanLao PDRLebanonPhilippinesQatarSri LankaThailandTimor-LesteOmanMongoliaSyrian Arab Republic (Syria)TurkeyUnited Arab EmiratesViet NamAfghanistanChinaKyrgyzstanMyanmarSingaporeTurkmenistanYemenKazakhstanPalestinian TerritoryRussian FederationUzbekistanSaudi ArabiaIndiaIndonesiaIran, Islamic Republic ofIraqIsrael
Job Summary
Join Binance's Customer Service team as a Project Manager and shape the future of blockchain technology with a leading global ecosystem. As a key member of the team, you will be responsible for managing cross-border projects, tracking risks and issues, and driving timely execution of project plans. You will work closely with stakeholders to identify process improvements and implement changes that enhance customer satisfaction and operational excellence. With a flat structure and autonomy in an innovative environment, you will have opportunities for career growth and continuous learning. Binance offers a competitive salary, company benefits, and a work-from-home arrangement. If you are a results-driven individual with excellent communication skills and strategic thinking, apply now to join our team.
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 250 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.
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:
- Be the Go-to person in project managing a suite of Key Identified CS initiatives
- Track and drive timely execution of detailed Project Plan. Projects are typically cross borders, cross functional and may include system implementations and/or process redesign
- Identify/Track risks and issues, and work with relevant stakeholders to drive issue solution
- Report progress of project status to leadership team on regular basis
- Raise early warning flags and escalate issues to leadership team on a timely basis
- Document all aspects of the projects
- Identify, prioritise and deliver process improvements for CS
- Lead cross-functional team to improve CS processes by understanding current processes and propose standardisation and/or re-engineering initiatives, taking end-to-end in mind on improving CS productivity, operational excellence, and improve customer/ stakeholder satisfaction
- Take ownership of ongoing continuous measurement and monitoring processes working with functional owner
Requirements:
- A recognised tertiary education with at least 4-6 years of experience in COO/ Project Management or Customer Service/ Operation environment
- Minimum 3 years of excellent project/ process re-engineering experience, with excellent communication skills, strong interpersonal skills and proven people management techniques
- Bilingual in English and Chinese to be effectively liaising with Chinese speaking stakeholders
- Strategic thinking, analytical and result oriented
- Strong MS Excel, PPT, visio and presentation skills and excellent documentation ability
- Able and willing to adapt in a dynamic environment and have a strong sense of service
- Team player who is able to perform under pressure, multi-task, self-motivated and work independently
- PMP / PRINCE2 certified. PMI-ACP would be a plus
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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