Role in brief
Binance is seeking a Customer Service Business Process Specialist to improve customer support operations. This role involves creating and updating standard operating procedures, analyzing performance data, and collaborating with other teams to enhance service delivery. Candidates with strong communication, data analysis, and problem-solving skills, who are fluent in both English and Mandarin, should consider applying.
About the role
This role focuses on refining customer service operations by developing and maintaining clear standard operating procedures, macros, announcements, and FAQs. The specialist will manage customer inquiries, ensuring timely resolution while also identifying opportunities to improve existing processes. A key part of the job involves proposing and implementing data-backed solutions to enhance service delivery and customer satisfaction.
The position requires monitoring daily performance of the business unit's chat and helpdesk systems to pinpoint areas needing improvement. This includes conducting detailed data and case analysis to inform decision-making and support ongoing enhancements. Collaboration with various internal teams, such as Product, is essential for designing and executing initiatives aimed at improving customer service processes.
Success in this role means consistently evaluating the impact of implemented changes against customer service goals and key performance indicators. The specialist will also contribute to knowledge transfer by preparing training materials and supporting internal meetings. Staying current with industry trends and customer support innovations is important to ensure that customer service operations remain effective and future-ready.
The listed salary for this position is between $90,000 and $150,000 USD.
Skills that matter here
- customer service: This role involves managing customer inquiries and identifying ways to improve the overall customer experience.
- SOP management: A core responsibility is to prepare, review, and update standard operating procedures for customer service.
- data analysis: The specialist will conduct data and case analysis to support decision-making and continuous improvement efforts.
- communication: This role requires strong communication skills for collaborating with cross-functional teams and creating clear documentation.
- problem-solving: The specialist will identify gaps in performance and propose actionable solutions to improve customer service processes.
- Mandarin: Fluency in Mandarin is required for effective communication in this role.
Who this role suits
- A person who thrives on improving systems and processes to enhance efficiency and clarity.
- Someone who is analytical, using data to identify problems and propose solutions.
- An individual who enjoys collaborating with different teams to achieve common goals.
- A candidate who is adaptable to flexible working hours and new challenges.
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
What is the remote work policy for this position?
This is a remote position.
What are the language requirements for this role?
Candidates must be fluent in both English and Mandarin.
What is the salary range for this position?
The salary for this role ranges from $90,000 to $150,000 USD.
Similar jobs
Customer Experience Agent (Evening Shift)
Customer Service Representative (Swedish & English)
Customer Service Representative (Slovenian & English)
Associate Manager | Customer Experience
Capacity Planning Lead
