Binance
Customer Service Business Process Specialist (Mandarin Speaker)
RemoteAsia
- Role
- Operations
- Employment
- Full-time
- Company size
- Enterprise
Salary not disclosed
Check eligibility
Open to Anywhere in Asia. Set where you work from to check your eligibility.
No BS summary
Customer Service Business Process Specialist, must be bilingual in English and Mandarin. Requires experience in customer service operations and SOP management, familiarity with Haodesk systems, and strong data analysis skills. Remote position, open to flexible hours.
Required skills
Office toolsWord processorsSpreadsheetsBofficeGsuiteHaodesk
Required languages
English BilingualChinese Bilingual
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Responsibilities
- 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 and proposing relevant improvements
- 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 overall customer satisfaction
- Collaborate with cross-functional teams (e.g., Product) to design and execute CS-related process improvement initiatives
- Be responsible for promptly attending to and managing any ad-hoc tasks or issues that may arise from time to time
- Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs
- Provide training materials, such as CS quizzes, and support knowledge transfer on updated processes and best practices
- Assist in organizing and preparing for regular BU and internal meetings
- Stay updated on industry trends and customer support innovations to keep CS operations future-ready
Requirements
- Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders
- Proficient in office tools, incl. word 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 eagerness to take on new challenges and adapt to change
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What you'll do
- Prepare, review, and update CS-related SOPs, macros, announcements, and FAQs
- Manage CS enquiries and tickets and identify process enhancement opportunities
- Monitor BU chat/helpdesk daily performance and propose data-backed solutions
- Conduct data and case analysis to support decision-making and continuous improvement
- Collaborate with cross-functional teams to design and execute CS process improvement initiatives
- Manage ad-hoc tasks or issues as they arise
- Evaluate and track the impact of implemented changes against CS goals and KPIs
- Provide training materials and support knowledge transfer on updated processes and best practices
- Assist in organizing and preparing regular BU and internal meetings
- Stay updated on industry trends and customer support innovations
What they require
- Bilingual English/Mandarin is required to coordinate with overseas partners and stakeholders
- Experience in CS operations and SOP management
- Familiarity with internal communication workflows
- Strong communication, data analysis, problem-solving, and collaboration skills
- Open to flexible working hours
- Eagerness to take on new challenges and adapt to change
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users, serving more than 320 million people in 100+ countries with digital asset products and services across trading, finance, education, research, social good, payments, institutional services, and Web3 features.
What people say about this company
3.5/ 5
Details
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Salary not disclosed