Location: Asia

Employment Type: Full-time Onsite or Remote

Team: Customer Support

Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.

Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?

The Complaint Management Manager will be leading and managing a team of resolution specialists across multiple global locations under Binance Customer Service Center in handling escalations in real time arising from within the contact centers, social media, external partners, regulators and compliance parties.

The Manager of Complaint Management is responsible for developing and implementing business strategies & framework to effectively manage all customer escalations and provide reporting updates to internal stakeholders and external partners (through respective identified channels or point of contacts).

You will improve the customer experience and enhance our world class support services through identifying and addressing causes of escalations and opportunities to build better customer experiences.

Build efficient, productive and consistent channels with identified stakeholders to drive escalation and establish communications to provide updates on escalation reporting and mitigation efforts and respond to day-to- day inquiries on high profile escalations.

Job Descriptions

• Deep understanding of requirements specifically around complaints handling and problem resolution.
• Working with external partners to satisfy demands for issue handling and monitoring. This will include presenting in regular business reviews as well as responding to urgent and high level escalations.
• Monitor for and track customer complaints from a range of sources, including our customer support channels, social media, regulators and consumer advocacy organizations.
• Identify complaints which raise potential legal or regulatory issues, and work with key stakeholders to drive further investigation, corrective action, and proper reporting.
• Analyze complaint patterns to identify common root causes, and proactively advocate for operational or product improvements to mitigate future risk.
• Liaise with training, inbound team and any other key stakeholders to improve training quality and development opportunities for frontline agents and develop the best practice for complaint handling across all teams.
• Work directly with key stakeholders across department to ensure that they are managing the business properly with reference to complaints, process errors, or bad service within multiple contact center locations.
• Other duties as assigned.

Job Requirements:

• Bachelor’s Degree or higher required.
• 6 to 8 years in contact center environments, management experience leading a high-volume contact center team.
• Demonstrated knowledge and skills in strategising, planning, managing, reporting and documenting a holistic customer complaint management framework at group level.
• Strong leader without ego who can inspire, motivate and lead a complex organization.
• Excellent judgment handling complaint management and problem mitigation.
• Action oriented with a sense of urgency to get things done.
• Demonstrated proficiency in required software (Word, Excel, PowerPoint or Google equivalents) and computer skills.
• Superior written and presentation skills and an executive presence.

Working at Binance

• Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry

• Fast moving, challenging and unique business problems

• International work environment and flat organisation

• Great career development opportunities in a growing company

• Possibility for relocation and international transfers mid-career

• Competitive salary

• Flexible working hours, Casual work attire