Role in brief
Binance seeks a Customer Service Business Process Specialist fluent in Mandarin and English. The role focuses on improving customer support processes and requires strong analytical and communication skills. Ideal candidates are adaptable problem solvers with a background in customer service.
About the role
As a Customer Service Business Process Specialist at Binance, you will enhance customer support processes by preparing and updating service-related documentation and managing inquiries. Your role will involve data analysis to identify opportunities for improvement and ensure customer satisfaction.
You will work closely with cross-functional teams to implement process enhancements and provide training materials for staff. Success in this position requires staying informed about industry trends and effectively monitoring performance metrics to align with customer service goals.
The listed salary range reflects the compensation for this role based on experience and skills.
Skills that matter here
- customer service: This role involves managing customer inquiries and ensuring a high standard of service delivery.
- SOP management: You will prepare and update standard operating procedures to maintain clarity in service processes.
- data analysis: Data analysis is crucial for identifying gaps and proposing actionable solutions to improve customer support.
- communication: Strong communication skills are essential for collaborating with teams and training staff on new processes.
- problem-solving: You will need to address issues and adapt to changes in a dynamic environment.
Who this role suits
- Candidates should be fluent in both Mandarin and English.
- They should be comfortable with flexible working hours and eager to embrace new challenges.
- A background in customer service operations is beneficial.
- Ideal individuals are analytical thinkers who thrive in collaborative settings.
From the employer
- 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
- Fluent English and Mandarin communication skills
- Proficient in office tools, incl. 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
Questions about this role
Is this position remote?
Yes, this position is remote.
What is the salary range for this role?
The salary range for this position is between $90,000 and $150,000.