Remote position
Customer Service Business Process Specialist (Mandarin Speaker)
at Binance
Real Remote Score
58/100
Mixed
- Comp
- 0/25
- Location
- 25/25
- Source
- 10/15
- Clarity
- 3/15
- Freshness
- 20/20
Why this score? ▾
- Compensation — No salary disclosed 0/25
- Location — Worldwide / any timezone 25/25
- Source — Remote-first job board 10/15
- Role clarity — Neither seniority nor stack in title 3/15
- Freshness — Posted today 20/20
How the Real Remote Score is calculated → · Score appeals & corrections
About this role
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
- Fluent English and Mandarin communication skills
- 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
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