Customer Service Business Process Specialist

Location: Hong Kong, Malaysia, Singapore, or Taiwan. Remote-first, work-from-home arrangement; availability may vary depending on the role and team.

Company

Binance operates a global blockchain ecosystem providing cryptocurrency trading, finance, payments, education, research, and institutional digital-asset services.

What you will do

• Prepare, review, and update customer-service SOPs, macros, announcements, and FAQs.
• Manage customer-service enquiries and tickets while identifying opportunities to improve processes.
• Monitor business-unit chat and helpdesk performance and propose data-backed solutions.
• Conduct data and case analysis to support decision-making, customer satisfaction, and KPI improvements.
• Collaborate with product and other cross-functional teams on customer-service process initiatives.
• Create training materials, support knowledge transfer, and track the impact of implemented changes.

Requirements

• Bilingual English and Mandarin proficiency is required for coordination with overseas partners and stakeholders.
• Experience in customer-service operations and SOP management.
• Familiarity with helpdesk systems and internal communication workflows.
• Proficiency with office tools, including word-processing and spreadsheet applications such as Google Workspace.
• Strong communication, data-analysis, problem-solving, and collaboration skills.
• Openness to flexible working hours and adapting to changing priorities.

Culture & Benefits

• Remote-first, work-from-home arrangement, subject to the nature of the role and team.
• Opportunity to contribute to the future of finance and digital assets.
• Collaboration with a global, user-centric organization with a flat structure.
• Fast-paced environment with autonomy, challenging projects, career growth, and continuous learning.
• Competitive salary and company benefits.