Customer Support Team Leader

Remote /
Customer Support /
Full-time
Binance.US’ mission is to provide liquidity, transparency and efficiency to digital financial markets by creating products that meet the needs of consumers and corporations across the globe. We build bridges between traditional finance and digital markets that enable growth for all participants.

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

Responsibilities

    • Supports team through coaching and development 
    • Manages performance through analyzing data and discovering the needs of each individual team member
    • Effectively communicates operational updates to team
    • Builds trusting relationships and motivates individuals to do their best work
    • Demonstrates effective time management
    • Leads team and the department through change
    • Conducts team meetings to update team members on best practices and continuing expectations
    • 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, answering customer inquiries, and effectively handling 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 all Americans access to 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.