Customer Service Business Process Specialist

Responsibilities Evaluate, update, and enhance customer service workflows, Standard Operating Procedures (SOPs), and FAQs to support company expansion. Collaborate with various departments to stay informed of updates and effectively communicate changes within the customer service team. Work closely with Training and QA teams to boost the knowledge of customer-facing teams; lead efforts to streamline processes or introduce automation for self-service solutions. Gather and analyze feedback from the customer service team, collaborating with the product team to implement effective solutions. Monitor chat quality daily, identify issues promptly, and engage relevant stakeholders to enhance the customer experience. Provide insights into business challenges and respond swiftly to operational disruptions or incidents. Utilize tools such as AI and BI for advanced data analysis, identifying and resolving customer issues efficiently. Undertake any additional tasks assigned by the Line Manager or other superiors as necessary.

Requirements 4-6 years of experience in customer service process management or operations, ideally in financial services or the crypto industry. In-depth knowledge of crypto products, KYC, risk management, and compliance operational procedures. Proven ability to drive results and maintain smooth operational workflows. Hands-on experience with project management, utilizing BI and AI tools for data analysis and issue resolution. Proficient in creating and managing customer service SOPs and related documentation. Exceptional stakeholder management skills, capable of fostering positive cross-team relationships. Strong organizational skills, resilience, and a sense of ownership to address issues in line with department objectives. Self-motivated and results-driven, able to work independently with minimal supervision. Excellent documentation, presentation, and communication skills. Preferred bilingual proficiency in English and Chinese for coordination with overseas partners.

Why Binance Contribute to shaping the future in a leading blockchain ecosystem. Collaborate with top-tier talent in a user-centric global organization characterized by a flat structure. Engage in unique, fast-paced projects independently in an innovative setting. Thrive in a performance-oriented environment with avenues for career advancement and continuous learning. Enjoy competitive compensation and company benefits. Opportunity for a work-from-home arrangement (based on business team requirements).

Binance is dedicated to promoting diversity in the workplace as an equal opportunity employer.