Taking applicationsVoice Support·Posted 14h ago
Customer Service Business Process Specialist
BinanceVerified company
Hong Kong, Malaysia, Singapore, Taiwan
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Hong Kong, Malaysia, Singapore, Taiwan
EnglishMandarinMid level
About the role
Customer Service Business Process Specialist at Binance, focused on CS SOPs, FAQs, ticket management, performance monitoring, and process improvement. Requires bilingual English/Mandarin and CS operations experience, with a remote-first arrangement and flexible hours.
What you'll do
- Prepare, review, and update CS SOPs, macros, announcements, and FAQs
- Manage CS enquiries and tickets and identify process improvements
- Monitor BU chat/helpdesk daily performance and propose data-backed solutions
- Conduct data and case analysis to support customer satisfaction
- Collaborate with cross-functional teams on CS process improvement initiatives
- Track impact of changes against CS goals and KPIs
- Provide training materials and support knowledge transfer
- Organize and prepare for BU and internal meetings
What you'll need
- Bilingual English/Mandarin
- Proficient in Word and spreadsheets (Boffice/Gsuite)
- Experience in CS operations and SOP management
- Familiarity with helpdesk systems and internal communication workflows
- Strong communication skills
- Data analysis skills
- Problem-solving and collaboration skills
- Open to flexible working hours
Skills
CS operationsSOP managementData analysisHelpdesk systemsOffice tools (Word, spreadsheets)CommunicationProblem-solvingCollaboration
Benefits
Remote-first work-from-home arrangementCompetitive salaryCompany benefitsCareer growthContinuous learningFlexible working hours
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