Customer Service Business Process Specialist (Mandarin Speaker)

Join Binance as a Customer Service Business Process Specialist, focusing on enhancing customer support processes. Fluent Mandarin and English required. Remote position with a salary range of $90K-$150K. Binance is a global cryptocurrency exchange that provides a platform for trading various cryptocurrencies. We are committed to providing the best customer experience in the industry.

• •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