Descripción de la vacante

Job Responsibilities & Qualifications- 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- Bilingual English/Mandarin is required 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 versátil working hours and eagerness to take on new challenges and adapt to change

📌 Customer Service Business Process Specialist (Mandarin Speaker) (Asia)
🏢 Binance
📍 Asia