Customer Service Business Process Specialist (Mandarin Speaker) Headline

Binance is hiring a Customer Service Business Process Specialist (Mandarin Speaker) within its Global Customer Support - Customer Experience team. This is a full-time, fully remote role focused on improving the quality, clarity, and consistency of customer service delivery across the business.

• Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure clarity and consistency in service delivery.
• Manage CS enquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements.
• Monitor BU chat/helpdesk daily performance, identify gaps, and propose actionable, data-backed solutions.
• Conduct data and case analysis to support decision-making, continuous improvement, and customer satisfaction.
• Collaborate with cross-functional teams (e.g., Product) to design and execute CS process improvement initiatives.
• Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs.
• Provide training materials such as CS quizzes, support knowledge transfer, and assist in organizing regular BU and internal meetings.

• Fluent English and Mandarin communication skills.
• Proficient in office tools, including word processors and spreadsheets (Boffice/Gsuite).
• Experience in CS operations and SOP management.
• Familiarity with Haodesk systems and internal communication workflows.
• Strong communication, data analysis, problem-solving, and collaboration skills.
• Open to flexible working hours and eager to take on new challenges and adapt to change.

Binance notes that it may use AI tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses; these tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by humans. No employer-stated salary figure was provided for this posting.