Skander El othmani

Member of Binance's customer support team and Risk analyst, providing fast, accurate, and high-quality assistance to users via live chat, while auditing identity verification (KYC), checks related to AML (Anti-Money Laundering) regulations and MiCA compliance.

Supporting users across all crypto/blockchain topics, including Earn, P2P, and Dual Investment products, as well as Web3 wallet setup, transaction recovery, and deposit/withdrawal of tokens and crypto.

Assisting with account access issues, password recovery, 2FA, change of residence, KYC updates, and related requests.

Key responsibilities:

• Handling a high volume of live chat interactions (35–40 chats/day)
• Providing accurate, reliable, and detailed information to French-speaking users, primarily across the Eurozone and other Francophone countries, on topics such as, but not limited to:Binance Exchange-related functions and financial products
• Crypto and blockchain fundamentals and technology
  Web3 wallets
  Transaction verification and fund recovery appeals
  Deposits/withdrawals on blockchains and the Binance Exchange
  P2P orders and related appeal queries
• Collaborating with cross-functional teams to ensure proper follow-up and documentation of customer requests
• Supporting cross-language chats using integrated translation tools
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Skills: B2C chat support, bilingual French/English, crypto & blockchain, transaction troubleshooting, problem-solving, chat escalation, P2P

Main point of contact for Vroomly's partner garages (a B2B platform connecting garages, customers, and auto parts suppliers), combining a Customer Success Manager (CSM) approach with logistics expertise, with the mission of ensuring a high-quality customer experience, resolving operational issues, and building trusted relationships with partners.

Key responsibilities:

• Managing multi-channel customer support (inbound/outbound calls, emails, Zendesk tickets) with a strong level of responsiveness
• Assisting garages with auto parts sourcing and requests
• Real-time delivery tracking and coordination with distributors to resolve logistics issues (delays, errors, lost packages), with end-to-end ownership of each order through to resolution

• Acting as a trusted point of contact (CSM approach) for garages, building long-term relationships and ensuring personalized follow-up on their requests
• Cross-functional collaboration with Sales, Product, and Purchasing teams to improve processes and relay customer feedback
• Tracking performance indicators: SLA compliance, First Contact Resolution

Skills:
B2B customer service, Customer Success (CSM), logistics coordination, CRM/Zendesk tools, ability to manage pressure and priorities, multilingual communication, problem-solving, teamwork, and proactiveness.

• Quickly and efficiently resolve customer complaints, taking into account their specific expectations and needs.
• Monitoring and analysis of KPI's to optimize the quality of service rendered.
• Identify opportunities to improve internal processes to increase operational efficiency.
• Support teams in handling complex or exceptional requests requiring a personalized approach.
• Coordination of daily activities to ensure the proper functioning of customer service.

• Designing a training program that focuses on providing support to our partners and resellers.
• Developing a customized training program that is specific to the needs and specificities of different partners.
• Face to face and Visio training for the partners and resellers' support staff.
• Obtaining feedback from the trainees to update and improve the materials based on the partners' specific needs.
• Creation, maintenance and enrichment of the knowledge base dedicated to our partners.

• Provide support and assistance to customers in correctly using the platform.
• Finding solutions for the problems customers encounter and documenting the processes and solutions.
• Participating in meetings with other teams to exchange information about ongoing issues and projects.
• In charge of processing support tickets using Zendesk (approximatively 10 tickets daily).
• Developing and implementing new processes and standard procedures to enhance the efficiency of the customer care team.
• Escalation of the bugs to the product teams to ensure the correct functioning of the platform.
• Onboarding and ongoing training to new hire.

• Managing the interactions between European players by using the on-game ticketing service (approximately 15-20 tickets daily).
• Assistance for players facing in-game or account-related problems.
• Moderation of the official Square Enix Forum.
• Translating updates and news from Japan and the U.S.A. into French and English.
• Publishing updates on Square Enix's official website and social networks used by our community.

• Managing existing customer accounts and prospecting for new potential customers.
• Responsible for marketing, after-sales, and customer support services for customers in the Melbourne region.
• Examining the security features of the building, such as CCTV, lifts, parking access, and other amenities, for potential customer.
• Designing security offers that meet the needs and budgets of customers and prospects.

• Responsible of processing incoming requests from SFR's stores and resellers through phone, email, and fax (about 30 calls a day).
• Marketing and technical support for SFR's stores and retailers.
• Collaborating with the escalation team on off-process cases to guarantee customer satisfaction.
• Creating new processes based on feedbacks received from the escalation team.
• Providing new hires with ongoing training during their first few weeks to help them meet their KPIs and SLAs.