Customer Service Business Process Specialist - Remote

Overview

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products.

In Short

• Evaluate, revise, and improve customer service workflows and SOPs.
• Liaise with stakeholders to communicate updates effectively.
• Collaborate with Training and QA teams to enhance knowledge and streamline processes.
• Analyze feedback and work with product teams for effective solutions.
• Monitor chat quality and escalate issues promptly.
• Provide insights into business challenges and respond to disruptions.
• Utilize AI and BI tools for data analysis and troubleshooting.
• Undertake ad-hoc tasks as assigned.

Requirements

• 4-6 years of experience in customer service process management.
• Strong understanding of crypto products and compliance processes.
• Proven ability to maintain operational workflows.
• Hands-on experience with project management and data analysis.
• Knowledge of writing and maintaining SOPs.
• Excellent stakeholder management skills.
• Effective organizational skills with a strong sense of ownership.
• Proactive, result-oriented mindset.
• Strong documentation and communication skills.
• Bilingual in English and Chinese is preferred.

Benefits

• Be part of a leading global blockchain ecosystem.
• Work with a diverse and inclusive team.
• Opportunity to influence and improve customer service processes.
• Access to advanced tools and technologies.
• Flexible work environment.