Customer Support Specialist

Remote /
Customer Support /
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.

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

    • Responsibilities
    • Resolve customer issues submitted through the Zendesk ticketing system
    • 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 cryptocurrency 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 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.