Customer Support Team Leader

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.
Seeking an experienced leader to manage a team of customer support agents at Binance.US.  The team leader will be responsible for driving performance, coaching and developing their team, overseeing day-to-day operational needs, and motivating team members to do their best work.

Responsibilities

      • Responsible for supporting the team through coaching and development, managing staffing and handling daily operational duties
      • Manages performance through analyzing data and discovering the needs of each individual team member
      • Builds trusting relationships and motivates individuals to do their best work
      • Demonstrates effective time management
      • Leads team and the department through change and delivery of difficult messaging
      • Conducts team meetings to update team members on best practices and continuing product/process updates
      • Communicates deadlines and performance goals to team members
      • Assists management with hiring processes and new team member training
      • Generates and shares comprehensive and detailed reports about team performance and upcoming deadlines
      • Provides quality customer service, including interacting with customers, responding to customer inquiries, and prioritizing escalated customer complaints

Preferred Qualifications

      • Ability to motivate and lead a diverse team and support individual career development
      • Demonstrated ability to drive accountability of actions and performance
      • Capable of building and maintaining trusting relationships
      • Prior crypto experience or platform knowledge is a plus
      • Knowledge of Google Suite is a plus

Requirements

      • Proven work experience as a team leader or supervisor
      • Prior experience managing staffing through the appropriate hiring, firing, and disciplinary actions in collaboration with HR
      • Expert at delivering constructive feedback using multiple methods
      • In-depth knowledge of performance metrics and driving accountability
      • Experience managing KPIs and coaching to behavior
      • Demonstrated decision-making abilities, organizational skills, and time management
      • Ability to communicate effectively with other departments and teams
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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