Role in brief
Binance is seeking a Customer Service Business Process Specialist to improve customer support operations. This role involves managing standard operating procedures, analyzing performance data, and collaborating with other teams to enhance service delivery. Candidates with experience in customer service operations, SOP management, and strong analytical skills, fluent in both English and Mandarin, should consider applying.
About the role
This role focuses on optimizing customer service processes at Binance, a global cryptocurrency exchange. The specialist will be responsible for creating and maintaining documentation like standard operating procedures (SOPs), macros, and FAQs to ensure consistent service. A key part of the job involves handling customer inquiries and identifying ways to improve how issues are resolved, contributing to better overall customer satisfaction.
The position requires daily monitoring of customer support performance to pinpoint areas needing improvement. This involves conducting data and case analysis to inform decisions and drive continuous enhancements. The specialist will also work with various internal teams, such as Product, to implement new initiatives that improve the customer service experience. Success in this role means ensuring that all process changes align with customer service goals and key performance indicators.
Beyond process management, the specialist will help prepare training materials and support the transfer of knowledge within the customer service team. This includes creating quizzes and assisting with internal meetings. Staying informed about new trends in customer support is also expected, to keep Binance's operations current and effective. The role requires flexibility with working hours and a readiness to adapt to evolving challenges.
The listed salary range for this position is between $90,000 and $150,000 USD.
Skills that matter here
- customer service: This role requires experience in customer service operations to understand and improve support processes.
- SOP management: A primary responsibility is to prepare, review, and update standard operating procedures for customer service.
- data analysis: The specialist will conduct data and case analysis to identify performance gaps and support decision-making for process improvements.
- communication: Strong communication skills in both English and Mandarin are essential for collaborating with teams and documenting processes.
- problem-solving: This skill is needed to identify opportunities for process enhancements and resolve ad-hoc issues efficiently.
Who this role suits
- A person who thrives on improving systems and processes, always looking for efficiencies.
- Someone who is meticulous about documentation and ensuring clarity in guidelines.
- An individual who enjoys analyzing data to uncover insights and drive practical solutions.
- A collaborative team member who can work effectively across different departments.
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 role?
This is a fully remote position.
What language skills are required for this position?
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.