Customer Service Business Process Specialist

Location: Asia; remote

Company

Binance operates a digital asset and financial technology platform.

What you will do

• Prepare, review, and update customer service SOPs, macros, announcements, and FAQs.
• Manage customer service enquiries and tickets while identifying opportunities for process improvement.
• Monitor business-unit chat and helpdesk performance, identify gaps, and propose data-backed solutions.
• Conduct data and case analysis to support decision-making, continuous improvement, and customer satisfaction.
• Collaborate with Product and other cross-functional teams on customer service process initiatives.
• Track the impact of implemented changes, support training and knowledge transfer, and handle ad hoc operational tasks.

Requirements

• Bilingual English and Mandarin 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 change.

Culture & Benefits

• Remote work arrangement for the Asia region.
• Flexible working hours.
• Opportunities to work with cross-functional and overseas stakeholders.
• Exposure to customer support innovations and continuous improvement initiatives.