Customer Service Business Process Specialist (Mandarin Speaker)

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 is looking for a Customer Service Business Process Specialist (Mandarin Speaker) to join their global CS operations team. This role requires bilingual English/Mandarin proficiency to coordinate with overseas partners and stakeholders.

Responsibilities:

Requirements: