Customer Service Business Process Specialist

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 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 autonomy
• 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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