Binance is the world’s leading blockchain ecosystem and cryptocurrency exchange, trusted by over 250 million users globally. We are committed to delivering secure, transparent, and innovative digital-asset solutions, driving financial inclusivity and freedom worldwide.
Join Our Customer Service Team
At Binance, exceptional customer support is the cornerstone of our success. As a QA Lead, you will ensure our users receive unparalleled service via ticketing systems and live chat, resolving queries, complaints, and verification processes with precision and empathy. Your role will elevate service standards, foster compliance, and champion a customer-centric culture.
Key Responsibilities
1. Quality Assurance Leadership
- Design, implement, and optimize QA processes and procedures to enhance service delivery.
- Conduct root cause analysis of customer issues and implement corrective actions.
- Monitor and evaluate team performance through audits, feedback, and performance reviews.
- Oversee QA projects with basic project management skills, ensuring timely execution and alignment with business goals.
2. Compliance & Regulatory Standards
- Ensure adherence to KYB (Know Your Business) and KYC (Know Your Customer) processes.
- Implement best practices in compliance management, staying updated on regulatory requirements.
- Mitigate risks by aligning operations with industry standards and legal frameworks.
3. Team Development & Training
- Lead, mentor, and develop a high-performing QA team to drive accountability and excellence.
- Design and deliver training programs to enhance team skills in customer support tools, compliance, and QA methodologies.
- Foster a culture of continuous improvement through data-driven insights and feedback loops.
4. Customer-Centric Strategy
- Advocate for users by translating customer feedback into actionable improvements.
- Maintain a customer-first approach across all QA initiatives to enhance satisfaction and loyalty.
Requirements
- Experience:
- 8–10 years in customer service, with expertise in QA frameworks and compliance (KYB/KYC).
- Proven track record in leading teams and managing cross-functional projects.
- Skills:
- Fluency in English (mandatory); additional languages are a plus.
- Strong analytical skills to interpret data/metrics and drive decision-making.
- In-depth knowledge of regulatory requirements and QA best practices.
- Proficiency in customer service tools and platforms.
- Attributes:
- Exceptional communication and interpersonal skills.
- Strategic thinker with a problem-solving mindset.
- Adaptability to thrive in a fast-paced, evolving industry.
Why Binance?
- Impact: Shape the future of finance in a global blockchain leader.
- Innovation: Work with cutting-edge technology and world-class talent.
- Growth: Opportunities for career advancement in a dynamic, flat-structure organization.
- Benefits: Competitive salary, remote work flexibility, and comprehensive perks.
Equal Opportunity Employer
Binance celebrates diversity and is committed to creating an inclusive environment. We believe a diverse team drives innovation and success.
Application Note: By applying, you agree to our Candidate Privacy Notice.
Ready to redefine excellence in crypto customer service?
Apply now and lead QA innovation at Binance!
