Customer Service Business Process Specialist

Responsibilities

• Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure consistency in service delivery
• Manage CS enquiries and tickets, identifying opportunities for process enhancements and proposing improvements
• Monitor daily helpdesk performance and propose actionable, data-backed solutions to address gaps
• Conduct data and case analysis to support decision-making and improve overall customer satisfaction
• Collaborate with cross-functional teams, such as Product, to design and execute process improvement initiatives
• Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs
• Provide training materials and support knowledge transfer regarding updated processes and best practices

Requirements

• Fluent communication skills in both English and Mandarin
• Proficient in office tools, including spreadsheets and word processing (Gsuite/Office)
• Proven experience in Customer Service operations and SOP management
• Familiarity with Haodesk systems and internal communication workflows
• Strong data analysis, problem-solving, and collaboration skills
• Ability to work flexible hours and adapt to a fast-paced environment

About the Company

Binance is the world's leading blockchain ecosystem and cryptocurrency exchange, dedicated to increasing the freedom of money globally through innovative technology and user-centric services.