CS Process Excellence Specialist (Bilingual EN/Mandarin)

Binance; Malaysia; Remote; MYR 60,000 - 100,000; Full time

Job summary

Binance, a leading global blockchain ecosystem, is seeking a Customer Support Operations professional based in Malaysia to strengthen CS processes and collaboration with cross-functional teams.

The role focuses on maintaining clear SOPs, reviewing inquiries, and deploying data-driven improvements while staying aligned with CS KPIs and industry best practices. Remote-first work setup with potential international collaboration.

Qualifications

• Bilingual English/Mandarin is required to coordinate with overseas partners and stakeholders.
• Experience in CS operations and SOP management.
• Proficient in office tools (Word, Sheets/GSuite).

Responsibilities

• Prepare, review, and update CS-related SOPs, macros, announcements, and FAQs to ensure clarity and consistency in service delivery.
• Manage CS inquiries and tickets, ensuring timely resolution and proposing improvements.
• Monitor BU chat/helpdesk daily performance and identify gaps for actionable solutions.
• Conduct data and case analysis to support decision-making, continuous improvement, and customer satisfaction.
• Collaborate with cross-functional teams (e.g., Product) to design CS process improvements.
• Attend to ad-hoc tasks or issues and ensure timely completion.
• Evaluate and track impact of changes to align with CS goals and KPIs.
• Provide training materials and 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.

Skills

Bilingual English/Mandarin

CS operations

Data analysis

Process improvement

Tools

Haodesk

Job description

Binance, a leading global blockchain ecosystem, is seeking a Customer Support Operations professional based in Malaysia to strengthen CS processes and collaboration with cross-functional teams.

The role focuses on maintaining clear SOPs, reviewing inquiries, and deploying data-driven improvements while staying aligned with CS KPIs and industry best practices. Remote-first work setup with potential international collaboration.