Zoe Xiao

• Offer substantial operational support to the Product team: assist by conducting market research and driving product expansion.
• As a part of the Binance Pay Merchant onboarding team, innovate and refine the procedures for onboarding and post-sales support.
• Streamline the customer support/operation process for faster resolution times and improved customer experience.
• Manage a team of customer support representatives, providing ongoing training and development opportunities.
• Collaborate with cross-functional teams to ensure the effective implementation of operational plans, and explore effective operational models and methods.

• Manages team members in the day-to-day performance of work, provides leadership and coaching
• Identifies areas of improvement and to be able to introduce new structures and improved processes as required
• Foster team discipline, communication and morale to strengthen teamwork within the team
• Work with clients and execute service recovery actions resulting from service shortfall
• Constantly update and reinforce the team on existing products, services and operational procedures.

• Enhance customer satisfaction by resolving inquiries effectively and efficiently.
• Streamline customer support processes for improved call handling times and resolutions.
• Reduce customer complaints with proactive issue identification and resolution strategies.
• Increase repeat business, fostering strong relationships with clients through exceptional service delivery.