Data Scientist - Customer Support

Launched in 2019, Binance.US is the fastest growing and most integrated digital asset marketplace in the United States, powered by matching engine and wallet technologies license from the world’s largest cryptocurrency exchange - Binance. Our mission is to provide liquidity, transparency, and efficiency to financial markets by creating products that leverage crypto to unlock the power of everything. We build bridges between traditional finance and digital markets that enable growth for all—empowering the future of finance. Binance.US is operated by BAM Trading Services.
Binance.US, one of the most recognized brands in cryptocurrency, is looking for a Customer Success Data Scientist to join our growing Data Organization. You will be embedded into the Operations team, and work on constantly improving the customer experience. The ideal candidate is a self-starter with a solid foundation in data analytics and experience in operations data science. You are strong in execution and delivery. You have a passion for operational excellence with a commitment to delighting customers.

Responsibilities

• Build knowledge on data and metrics of the wider business for providing the big picture on the customer experience and how it translates into business metrics
• Facilitate fast and scalable solutions for incoming customer support issues leveraging data analytics
• Proactively and independently work with stakeholders to define analytical approach and construct use cases
• Solve ambiguous analyses with less well-defined inputs and outputs; drive to the heart of the problem and identify root causes
• Derive recommendations from analysis that significantly impact a department and result in constant improvement
• Work with a variety of data sources and large data sets to provide regular data input and intelligence to the customer success team
• Actively drive automation of data requirements by scaling data processes and create self-service tools

Requirements

• 4+ years of experience in analytics or 3+ years operations
• Fluency with SQL and good level of expertise with R/Python
• Experience working with complex data sets in data warehouse environments
• Previous experience with chatbots/NLP at a customer obsessed company
• Experience managing multiple competing priorities and projects in a fast-paced environment
• Strong communication & data presentation skills
• Strong work ethic and proactivity

Binance.US is an Equal Opportunity Employer. Our mission is to give Americans access to a broad array of digital assets, and we thrive because of the diverse and inclusive team that we are building. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance. 
Binance.US complies with Federal Transparency in Coverage regulations by providing this link to machine readable files related to the health plans offered to our employees. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data including negotiated service rates, and out-of-network allowed amounts between health plans and healthcare providers.Kaiser Permanentewww.aetna.com