Customer Service Business Process Specialist

Binance; 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 a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ 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. Binance offerings range from trading and finance to education, research, payments, institutional services, and more. Our mission is to increase the freedom of money and financial access for people around the world.

Responsibilities

• 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.

Requirements

• Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders.
• Proficient in office tools, incl. word and spreadsheets (Boffice/Gsuite).
• Experience in CS operations and SOP management.
• Familiarity with Haodesk systems and internal communication workflows.
• Strong communication, data analysis, problem-solving, and collaboration skills.
• Open to flexible working hours and eagerness to take on new challenges and adapt to change.

Why Binance

• Shape the future of finance
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle challenging projects in a fast-paced and innovative enviornment with autonomyli>Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Remote-first, work-from-home arrangement (may vary depending on the nature of the role and team)

Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.