Bilingual CS Ops & Process Specialist (Remote)

Blockchain Academics; Hong Kong; Hybrid; HKD 300,000 - 520,000; Full time

Job summary

Binance is seeking a skilled CS Operations professional to strengthen support processes across the organization. You will update SOPs, manage inquiries, and collaborate with Product to drive improvements.

The role requires bilingual English/Mandarin communication and strong data analysis to support decision-making and customer satisfaction. Join a fast-paced, globally distributed team, with opportunities to influence service delivery and adopt best practices.

Qualifications

• Fluent in English and Mandarin to coordinate with overseas partners.
• Experience in customer service operations and SOP management.
• Familiarity with Haodesk systems and internal workflows.
• Strong communication, data analysis, and collaborative skills.
• Open to flexible working hours and adapt to changing priorities.

Responsibilities

• Prepare, review, and update CS-related SOPs, macros, announcements, and FAQs.
• Manage CS inquiries and tickets with timely resolutions and process improvements.
• Monitor daily performance and identify data-backed gaps to propose solutions.
• Conduct data and case analysis to support decision-making and CS KPIs.
• Collaborate with Product and other teams to drive CS process improvements.
• Handle ad-hoc tasks and issues as they arise.
• Evaluate the impact of changes to ensure CS goals alignment.
• Provide training materials and knowledge transfer on updated processes.
• Assist in organizing regular BU and internal meetings.
• Stay updated on industry trends and CS innovations.

Skills

Bilingual EN/Mandarin

Office tools

CS operations

SOP management

Haodesk systems

Communication

Data analysis

Problem-solving

Collaboration

Flexible hours

Tools

Haodesk

Job description

Binance is seeking a skilled CS Operations professional to strengthen support processes across the organization. You will update SOPs, manage inquiries, and collaborate with Product to drive improvements.

The role requires bilingual English/Mandarin communication and strong data analysis to support decision-making and customer satisfaction. Join a fast-paced, globally distributed team, with opportunities to influence service delivery and adopt best practices.