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Customer Service BI Specialist (Chinese Speaker)
South East Asia
Customer Support â Customer Experience /
Remote
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Binance is a leading global blockchain ecosystem behind the worldâs largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
Responsibilities:
- Collect, organize, and analyze user data from the customer service department and other related systems to identify user behavior patterns and issue trends.
- Develop and maintain dashboards and reports to provide real-time insights into key metrics.Â
- Provide data-driven recommendations to improve team performance and operational efficiency.Â
- Collaborate with team leaders to implement solutions and track the impact of changes.Â
- Conduct root cause analysis to identify underlying issues affecting KPIs (CSATs, resolution rate, etc).
- Translate complex data into clear and actionable insights for senior management.Â
- Support strategic decision-making by providing in-depth analysis and forecasting.Â
- Ensure data accuracy and integrity by implementing best practices in data collection, storage, and analysis.Â
- Communicate findings and recommendations effectively to stakeholders at all levels.Â
- Collaborate with cross-functional teams to align on goals and drive initiatives. Â
- Provide training and support to team members on data analysis tools and techniques.
Requirements:
- Minimum of 3-5 years of experience in a business intelligence, data analysis, or similar role. Â
- Proven track record of analyzing complex data sets and providing actionable insights. Â
- Experience in the crypto, financial services or compliance industry is a plus.Â
- Bachelorâs degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field. Â
- Proficiency in data analysis tools such as SQL, Python, R, or similar. Â
- Experience with data visualization tools like Tableau, Power BI, or similar. Â
- Strong understanding of database management and data warehousing concepts.Â
- Familiarity with statistical analysis and predictive modeling techniques. Â
- Excellent analytical and problem-solving skills. Â
- Strong attention to detail and accuracy.Â
- Ability to communicate complex data insights clearly and concisely. Â
- Strong organizational and time management skills.Â
- Ability to work independently and as part of a team.
- Fluency in Chinese & English is required to be able to coordinate with users and stakeholders.
Why Binance
⢠Shape the future with the worldâs leading blockchain ecosystem
⢠Collaborate with world-class talent in a user-centric global organization with a flat structure
⢠Tackle unique, fast-paced projects with autonomy in an innovative environment
⢠Thrive in a results-driven workplace with opportunities for career growth and continuous learning
⢠Competitive salary and company benefits
⢠Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice.
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What is the role of a customer support?
A customer support role would typically involve assisting customers with any issues or questions they have about the web3 platform or any of the decentralized applications (dApps) that run on it
This could include helping users navigate the platform, troubleshooting any technical issues they might be experiencing, and providing guidance on how to use specific dApps or features
The specific responsibilities of a customer support role in web3 would depend on the organization they are working for and the specific needs of their customers.