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About this role
Join Binance as a Customer Service Business Process Specialist, focusing on enhancing customer support processes. Fluent Mandarin and English required. Remote position with a salary range of $90K-$150K.
Description
Binance is a global cryptocurrency exchange that provides a platform for trading various cryptocurrencies. We are committed to providing the best customer experience in the industry.
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
- 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
Job Details
Salary$90,000–$150,000
LocationRemote
AI Score★★★★★★★★☆☆ 8/10
PostedJun 9, 2026 (3d ago)
Tags & Skills
cryptooperationssupportCustomer Supportremote
Tech Stack
customer serviceSOP managementdata analysiscommunicationproblem-solving