Customer Service Business Process Specialist

About the Position

Customer Service Business Process Specialist

Binance is seeking a Customer Service Business Process Specialist to manage customer support operations in South East Asia. This role is remote and requires bilingual proficiency in English and Mandarin.

Responsibilities

• Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure clarity and consistency in service delivery
• Manage CS enquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements and proposing relevant improvements
• Monitor BU chat/helpdesk daily performance; identify gaps and propose actionable, data-backed solutions
• Conduct data and case analysis to support decision-making, continuous improvement, and overall customer satisfaction
• Collaborate with cross-functional teams (e.g., Product) to design and execute CS-related process improvement initiatives
• Be responsible for promptly attending to and managing any ad-hoc tasks or issues that may arise from time to time
• Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs
• Provide training materials, such as CS quizzes, and support knowledge transfer on updated processes and best practices
• Assist in organizing and preparing for regular BU and internal meetings
• Stay updated on industry trends and customer support innovations to keep CS operations future-ready

Requirements

• Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders
• Proficient in office tools, including word and spreadsheets (Boffice/Gsuite)
• Experience in CS operations and SOP management
• Familiarity with Haodesk systems and internal communication workflows
• Strong communication, data analysis, problem-solving, and collaboration skills
• Open to flexible working hours and eagerness to take on new challenges and adapt to change

We Offer

• Opportunity to work in a leading global cryptocurrency exchange
• Remote work options
• Professional growth and development opportunities

About the Company

Binance is one of the world's largest cryptocurrency exchanges, providing a platform for over 180 countries to buy, sell, and store digital assets. We are committed to building the future of finance, free from geographical, economic, and social barriers.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.