Customer Service Business Process Specialist

Summary

Join Binance, a leading global blockchain ecosystem, and contribute to improving customer service workflows and processes. You will evaluate and revise Standard Operating Procedures (SOPs) and FAQs, liaise with stakeholders, and collaborate with training and QA teams. Responsibilities include analyzing customer feedback, monitoring chat quality, and providing actionable insights. You will utilize AI and BI tools for data analysis and troubleshooting. The role requires experience in customer service process management, preferably in financial services or crypto, along with strong analytical and communication skills. Binance offers competitive salary and benefits, including a work-from-home arrangement.

Requirements

• At least 4-6 years of experience in customer service process management or operations, preferably within financial services or the crypto industry
• Strong overall understanding of crypto products, KYC, risk management, and compliance operational processes
• Proven ability to drive results and maintain smooth operational workflows within the domain
• Hands-on experience in project management, using BI and AI tools to perform data analysis, generate actionable insights, and troubleshoot issues independently
• Knowledgeable in writing and maintaining customer service SOPs and related documentation
• Excellent stakeholder management skills with the ability to build and maintain effective cross-team relationships
• Effective organizational skills, resilience, and a strong sense of ownership to follow up on issues and projects aligned with department goals
• Proactive, result-oriented mindset with the ability to work independently with minimal supervision
• Strong documentation, presentation, and persuasive communication skills

Responsibilities

• Evaluate, revise, and continuously improve customer service-related workflows, Standard Operating Procedures (SOPs), and FAQs to support organizational scaling
• Liaise with stakeholders across departments to stay updated on new information and effectively communicate releases or changes throughout the customer service department
• Collaborate closely with Training and QA teams to enhance customer-facing teams' knowledge; lead efforts to streamline or automate existing processes to develop self-service solutions or support new business cases
• Support, collect, and analyze feedback from the customer service team and work with the product team to identify and implement effective solutions
• Monitor daily chat quality, proactively identify and escalate issues in a timely manner, and facilitate decision-making among relevant stakeholders to improve customer experience
• Provide actionable insights into business challenges and respond promptly to incidents or operational disruptions
• Utilize AI tools alongside BI tools to perform advanced data analysis, generate findings, and accurately locate customer issues for fast resolution
• Undertake any other ad-hoc tasks assigned by the Line Manager or other superior from Division/Department management as required

Preferred Qualifications

Bilingual proficiency in English and Chinese is preferred to be able to coordinate with overseas partners and stakeholders

Benefits

• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)