Location: New Zealand, Wellington

Employment Type: Full-time Onsite or Remote

Team: Operations

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 purpose of this role is to:

- To ensure the exchange’s operating uptime close to 100%.

- To deliver our services that provide timely, accurate, and efficient information and assistance to our customers, ensuring high levels of customer service delivery and providing a quality customer experience that is as easy, convenient, and secure as possible.

- Improve Customer Support efficiency and User Onboarding experience.

- Collaborate with internal teams for continuous improvement of our Products and Services.

- Understanding and evaluating the services that will enable us to see future trends and patterns.

- Be data-driven: Track the Operations team’s KPIs and metrics.

Responsibilities

• Customer Support: a) Excellent oral and written communication skills with a customer-focused and regulatory-awareness attitude; b) Establish communications and maintain relationships with internal and external stakeholders; c)Monitor the company's operating system as a super admin; d) Coordinate between several departments to resolve system-related problems; e) Investigate business demands and provide overall solutions and implementation; f) Participate in related projects and initiatives in general; g) Other related duties allocated by the team leader; (h) Follow and adhere to management principles and SOP; i) Resolve and manage monitoring alerts and alert configurations; j)Be sensitive to processes and has clear, logical thinking for related duties; k)Great analytical thinking ability, communication skills, driven, and quick-learner
• Organisational Capability: a) Contribute to Binance New Zealand's position as a thought leader in the New Zealand & Global digital exchange industry; b) Represent Binance New Zealand at industry events and in business development activities
• Governance, Reporting, and Sustainability: a) Ensure compliance with all relevant legislation and regulations to minimise risk and enhance Binance New Zealand's reputation b) Strict adherence to all Binance New Zealand’s internal security and confidentiality requirements.

Requirements

• More than three years of working experience managing operations and customer support teams
• Has good communications and knows how to maintain good relationships with vendors and providers
• Technical experience using Zendesk. Haodesk or any other Customer Support application
• Experience managing the onboarding of retail and enterprise customers to new digital platforms
• Ability to explain complex systems and processes and translate them into more simple and easy to follow guides and FAQs
• Collect data and interpret them through charts and tables
• Strong communication skills and ability to handle high amounts of tickets
• High level of honesty and integrity, Proactive and meticulous
• Have industry vision, good logical ability, clear thinking, good collaboration and communication ability, strong learning ability and stress resistance ability
• Demonstrated ability to work and collaborate as part of a small team in an emerging market.

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