Customer Service Business Process Specialist (Mandarin Speaker)

About the Role

Binance is seeking a motivated and detail-oriented Customer Service Business Process Specialist who is fluent in both English and Mandarin. This is a permanent, remote position offering the opportunity to significantly impact our customer service operations. You will play a crucial role in ensuring clarity, consistency, and continuous improvement in our service delivery.

Key Responsibilities

• Develop, review, and maintain Customer Service Standard Operating Procedures (SOPs), Macros, Announcements, and Frequently Asked Questions (FAQs).
• Manage customer service inquiries and tickets, ensuring timely resolution and identifying opportunities for process enhancements.
• Monitor daily performance of chat and helpdesk operations, identifying gaps and proposing data-backed solutions.
• Conduct data and case analysis to support decision-making, continuous improvement, and enhance overall customer satisfaction.
• Collaborate with cross-functional teams, including Product, to design and implement CS-related process improvement initiatives.
• Address and manage ad-hoc tasks and issues as they arise.
• Evaluate and track the impact of implemented changes to ensure alignment with CS goals and Key Performance Indicators (KPIs).
• Create training materials, such as CS quizzes, and support knowledge transfer on updated processes and best practices.
• Assist in organizing and preparing for regular business unit and internal meetings.
• Stay informed about industry trends and customer support innovations to ensure CS operations remain future-ready.

Requirements

• Fluency in both English and Mandarin is essential.
• Proficiency in office tools, including word processing and spreadsheets (e.g., Microsoft Office Suite or Google Workspace).
• Proven experience in Customer Service operations and SOP management.
• Familiarity with helpdesk systems and internal communication workflows.
• Strong communication, data analysis, problem-solving, and collaboration skills.
• Willingness to work flexible hours and a proactive approach to embracing new challenges and adapting to change.