Senior Product Manager, Customer Service

Binance, a prominent global blockchain ecosystem, operates the largest cryptocurrency exchange by trading volume and user base. Trusted by millions worldwide for its exceptional security, transparent user funds, rapid trading engine, deep liquidity, and diverse digital asset offerings, Binance strives to create a comprehensive financial environment that promotes financial accessibility and fosters economic freedom on a global scale.

Job Responsibilities

• Product Strategy & Implementation: Define and execute the product roadmap for customer support systems, prioritizing features aligning with business objectives, user requirements, and technical feasibility.
• Project Oversight: Lead large-scale projects from inception to completion, collaborating with cross-functional teams, managing risks, and providing updates to stakeholders.
• Collaboration & Stakeholder Engagement: Work closely with customer service, compliance, and other business units to ensure platform capabilities meet operational and regulatory needs, serving as a liaison between technical and business teams.
• Data-Driven Decision-Making: Analyze product performance metrics and user feedback to enhance system workflows, boost agent efficiency, and improve user experience.
• System Enhancement: Supervise the enhancement of ticketing systems, AI integration, and compliance workflows to ensure global scalability, adherence to data protection regulations, and efficient multi-region operations.
• Continuous Improvement: Drive innovation in customer support tools by implementing automation and AI solutions to streamline workflows, increase operational efficiencies, and enhance service quality.

Job Requirements

• Product Management Experience: 5+ years of relevant experience as a Product Manager, preferably in customer support systems or platform-level products, with a proven record of delivering high-impact projects quickly.
• Technical Proficiency: Strong understanding of customer support workflows, ticketing systems, and API integrations, along with knowledge of AI-powered tools, automation workflows, and compliance-oriented product development.
• Project & Stakeholder Management: Exceptional organizational skills and communication abilities to manage multiple projects, collaborate with diverse teams, and align stakeholders effectively.
• User-Centric & Data-Driven Approach: Ability to translate user needs and operational challenges into actionable product features, utilizing analytical insights for metrics-driven product development.
• Process & System Optimization: Skilled in enhancing customer support processes through scalable solutions, automation, and AI-driven technology to optimize efficiency and ensure compliance.
• Nice to Have: Experience with customer support platforms like Salesforce Service Cloud, Freshdesk, Intercom, Zoho Desk, or Zendesk, background in regulated industries or compliance projects, familiarity with AI features such as auto-assignment, sentiment analysis, or chatbot functionalities.

Working at Binance

• Collaborate with top-tier talent in a user-centric, global environment with a flat structure.
• Engage in unique and fast-paced projects autonomously within an innovative setting.
• Drive results in a growth-oriented workplace with ample opportunities for career advancement and continuous learning.
• Competitive salary and comprehensive company benefits.
• Remote work flexibility (based on business team requirements).

Binance is committed to fostering diversity within its workforce as an essential element of its success.

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