Operations Lead — Taiwan (Crypto)

Location: Taiwan, Taipei; onsite or remote

Company

Binance operates a global blockchain ecosystem offering cryptocurrency trading, finance, payments, institutional services, education, research, and Web3 products.

What you will do

• Serve as the Operations and Customer Service contact for local regulatory matters and support communications with regulators.
• Translate regulatory requirements into operational actions for Customer Service, Compliance, Legal, Product, and other teams.
• Review and localize operational policies, SOPs, chatbot flows, Help Center content, and customer communication templates.
• Monitor transactions, trading activity, refunds, bank verification issues, rejected or pending cases, escalations, and other daily operations.
• Manage vendor disputes, RFI cases, fraud and scam investigation requests, and operational tickets within SLA.
• Improve workflows and risk controls through root-cause analysis, training, launch readiness, reporting, and dashboard development.

Requirements

• 5+ years of experience in operations, customer support operations, fintech, financial services, crypto exchanges, payments, or other regulated industries.
• Strong understanding of the regulatory and business environment, with experience coordinating with regulators, Compliance, Legal, Customer Service, Product, and cross-functional teams.
• Experience reviewing SOPs, localizing processes, preparing operational go-lives, and handling issue escalations.
• Familiarity with exchange, trading, or payment operations; fraud investigations, refunds, or bank verification processes.
• Strong analytical, problem-solving, stakeholder management, communication, and ownership skills.
• Professional fluency in Mandarin Chinese and English is required.

Nice to have

• SQL, Python, or dashboarding experience.

Culture & Benefits

• Work with a global blockchain organization and cross-regional teams.
• Operate in a fast-paced, user-centric environment with a flat structure and autonomy.
• Access career growth and continuous learning opportunities.
• Receive competitive salary and company benefits.
• Work from home may be available depending on the nature of the business team.