Binance is hiring a

Web3 Customer Service Team Shift Leader (French speaking)

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?

As a Customer Service Team Shift Leader, your will directly supervise a team of 8-12 customer service agent to ensure the highest quality of service possible through providing excellent solutions for customer’s inquiries/incidents, assigning work to the team and setting priorities to ensure efficiency and productivity while serving our customers in a professional and positive manner.

Responsabilities

• Manage the day to day operation within your assigned team including process escalating, quality checking and staffing needs.
• Improve the customers’ experiences by understanding and focusing on demand management, measuring how the team are doing and driving the necessary actions for improvement.
• Ensure customer expectations are achieved/exceeded through excellent customer service.
• Support the agents on providing accurate, efficient resolutions to complex escalated customer issues.
• Identify, remove obstacles (if needed), then frames and escalates issues to related departments if they cannot be resolved quickly.
• Provide leadership, coaching and mentoring to inspire, guide and empower team members to achieve operational goals.
• Support individuals to achieve their personal goals including goal setting, development planning, performance evaluations, performance improvement, motivation and recognition.
• Support effective communication across the departments and create a positive work environment.
• Create an effective team by motivating, solving problems and dealing with conflict.
• Provide regular, transparent feedback and reporting on team performance to Supervisor/Manager/Head of DepartmentStay up to date on the latest industry trends, technology and best practices.

Requirenments

• Fluent in French and English.
• Minimum of 5 years customer service experience, with at least two years in team lead/supervisor/manager experience in a Customer Service  environment.
• Proactive attitude, hardworking, methodical and very structured, able to work both independently and within a team.
• Skills in listening, problem solving, conflict handling as well as analysis, planning, management of competing priorities to meet multiple deliverables and deadlines, creativity in seeking new and better solutions, and forward thinking.
• Ability to learn and adapt in a fast moving environment. 
• Experience in team management with strong leadership skills driven by achieving/exceeding predetermined company targets and KPI’s.
• Familiarity with shift working and shift management.
• Have an advantage if candidate used to work in bank, finance, crypto industry.
• Supportive and positive.
• Integrity and humble.

• 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