Customer Service Business Process Specialist (Mandarin)

TL;DR

Customer Service Business Process Specialist (Mandarin): Managing and optimizing customer support operations, SOPs, and knowledge bases with an accent on data-driven process improvements and cross-functional collaboration. Focus on enhancing service delivery efficiency, resolving complex inquiries, and ensuring consistent communication standards across global support channels.

Location: Remote (Global)

Company

Binance is a leading global cryptocurrency exchange and blockchain ecosystem.

What you will do

• Develop and maintain CS-related SOPs, macros, and FAQs to ensure service consistency.
• Analyze support tickets and performance data to identify gaps and propose actionable improvements.
• Collaborate with product teams to design and execute process enhancement initiatives.
• Create training materials and facilitate knowledge transfer for support teams.
• Monitor daily helpdesk performance and manage ad-hoc operational issues.
• Track the impact of implemented changes against key performance indicators.

Requirements

• Fluent English and Mandarin communication skills required.
• Experience in CS operations and SOP management.
• Proficiency in office tools including Gsuite and spreadsheets.
• Familiarity with Haodesk systems and internal communication workflows.
• Strong analytical, problem-solving, and cross-functional collaboration skills.
• Flexibility to adapt to changing priorities and working hours.