Customer Success Manager – Voice

Binance | The world’s leading blockchain ecosystem and digital asset exchange

About

Binance is the world’s leading blockchain and cryptocurrency infrastructure provider with a financial product suite that includes the largest digital asset exchange by volume. Trusted by millions worldwide, the Binance platform is dedicated to increasing the freedom of money for users, and features an unmatched portfolio of crypto products and offerings, including: trading and finance, education, data and research, social good, investment and incubation, decentralization and infrastructure solutions, and more.

Overview

Global

Binance

Job Description

Launched in 2019, Binance.US is the fastest growing and most integrated digital asset marketplace in the United States, powered by matching engine and wallet technologies license from the world’s largest cryptocurrency exchange – Binance. Our mission is to provide liquidity, transparency, and efficiency to financial markets by creating products that leverage crypto to unlock the power of everything. We build bridges between traditional finance and digital markets that enable growth for all—empowering the future of finance. Binance.US is operated by BAM Trading Services.
The role reports to the Head of Customer Success.  The ideal candidate will have previous experience managing voice call center operations – preferably in the startup phase. They should be well-organized and possess strong leadership behaviors. This individual should be able to coach and develop employees from leadership positions to frontline.

Responsibilities

      • Partner with various vendors to align all project priorities and ensure deadlines are met
      • Prepare and manage numerous projects and responsibilities in the foundational work of launching live voice calls
      • Manage all staffing/employee-related needs from new hire onboarding, training, production support, performance, and employee care
      • Experience tracking KPIs and metrics associated with managing performance
      • Maintain timely execution of all processes, audits, quality scores, and behaviors impacting customer satisfaction
      • Drive accountability across the leadership team and frontline employees
      • Manage coaching conversations and documentation processes
      • Be ready to roll up your sleeves and dig into the weeds when necessary
      • Hold weekly meetings with each direct report to provide constructive feedback
      • Invest in career and development planning – IDPs and coaching models
      • Execute performance reviews with thoughtful guidance on career development
      • Drive accountability of attendance policy and corrective actions
      • Led new hire onboarding in partnership with People Operations and Training
      • Drive participation and engage the department in providing open feedback through the eNPS survey
      • Develop an action plan in accordance with the feedback provided in both the NPS and eNPS survey responses
      • Be proactive and anticipate challenges while keeping the customer at the forefront of all decisions.

Requirements

      • 2+ years contact center leadership experience in a fast-paced environment
      • 2+ years experience driving performance and actioning performance improvement plans
      • Willingness to take on additional responsibilities within a multi-functional role
      • Highly flexible and adaptable to meet the needs of the business, including adjusting work hours to accommodate priority meetings
      • A proactive approach to managing the day-to-day operations
      • Strong written and verbal communication skills
      • Motivated and passionate about the cryptocurrency industry
      • Previous experience driving performance and managing vendor relationships is a strong plus
Binance.US is an Equal Opportunity Employer. Our mission is to give Americans access to a broad array of digital assets, and we thrive because of the diverse and inclusive team that we are building. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.  Unfortunately, we are not hiring in Colorado or New York City for this position.
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