Customer Support Specialist

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.
Our Customer Support is extremely important for our growth and we hope to create a platform where our users are well supported with excellent quality, fast response time, and accurate information.

Responsibilities

      • Resolve customer issues submitted through the Zendesk ticketing system and/or voice calls
      • Maintain a sense of quality and urgency while handling customer complaints
      • Respond accurately and appropriately to customers via email
      • Support your teammates and other business units in providing resolution
      • Demonstrate strong troubleshooting skills
      • Mitigate risk by looking beyond the obvious for any information or behavior that may warrant investigation and/or escalation
      • Actively provide input related to improving the user experience
      • Preferred Qualifications
      • Self-starter with a strong work ethic and ability to work with minimal supervision
      • Ability to communicate effectively through email while managing customer expectations
      • Effectively resolve and respond to customer issues in written correspondence
      • Ability to positively communicate difficult results to customers
      • Capable of partnering with internal departments to drive resolution
      • Works well under pressure and maintains composure
      • Experience with Zendesk and Google Suite is a plus
      • Experience processing and investigating ACH deposits, wire transfers, and debit card transactions
      • Passion for crypto currency and knowledge of block explorer is a major plus

Requirements

      • Minimum 1-year experience in a customer service setting, preferably in the finance or e-commerce industry
      • Has a passion for providing excellent customer service
      • Strong attention to detail and organizational skills
      • Solid problem-solving skills and the ability to think analytically while working in a fast-paced environment
      • Acts with integrity in all areas of business
      • Strong sense of teamwork and positive attitude
      • Demonstrates a strong desire to learn and the ability to drive successful customer interactions
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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