Operations Lead — Taiwan
Binance is a company known for its leading position within the global blockchain ecosystem, notably driving the largest cryptocurrency exchange worldwide in terms of trading volume and registered users. Trusted by over 300 million individuals across more than 100 countries, our reputation is built on industry-leading security measures, transparent user fund policies, top-notch trading engine speed, extensive liquidity, and a diverse portfolio of digital asset offerings. Binance's services encompass trading, finance, education, research, payments, institutional services, Web3 features, and more – all geared towards leveraging the transformative potential of digital assets and blockchain technology to build an inclusive and accessible financial ecosystem that promotes financial freedom and enhances financial inclusion on a global scale.
Key Responsibilities:
- Serve as the primary Operations and Customer Service representative specifically concerning local regulatory affairs, facilitating dialogue with regulators based on the current operational landscape.
- Translate regulatory obligations into actionable directives for the Customer Service Taiwan team, as well as for SOP, Bot Ops, Compliance, Legal, Product, and other relevant units.
- Adapt and tailor operational policies, SOPs, chatbot flows, Help Center content, and customer communication templates to ensure uniformity and compliance at the local level.
- Collaborate extensively with Legal, Compliance, Finance/Treasury, Product, Technology, Data, Sales/Trading, and Customer Service divisions to establish scalable local operational protocols.
- Oversee daily operations encompassing transactions, trading activities, sweep status, case reviews (rejected/pending/review cases), refunds, bank verification challenges, and escalations.
- Handle vendor dispute tickets, RFI cases, fraud or scam investigations, and other operational queries within defined SLAs.
- Provide training and guidance to Customer Service units for various purposes such as troubleshooting, routine support, new product rollouts, and campaign preparedness.
- Work in tandem with internal Business Units from a Customer Service standpoint to facilitate the smooth launch of new products or campaigns in Taiwan.
- Identify operational deficiencies, conduct thorough root-cause analyses, refine workflows, and fortify risk management strategies.
- Generate reports/dashboards and offer routine updates on key operational and Customer Service metrics.
Key Requirements:
- A minimum of 5 years of hands-on experience in operations, customer support operations, fintech, financial services, crypto exchanges, payments, or similarly regulated industries.
- Profound understanding of regulatory frameworks and commercial landscapes.
- Demonstrable experience in coordinating with regulators, Compliance, Legal, Customer Service, Product Development, and other interdisciplinary departments.
- Established expertise in SOP evaluation, localization processes, operational readiness for go-live phases, and managing issue escalations.
- Familiarity with exchange operations, trading operations, payment operations, fraud and scam investigations, refunds processing, or bank verification procedures.
- Strong analytical skills, adept problem-solving capabilities, proficient stakeholder management competencies, and effective communication proficiencies.
- Capacity to work independently with a high sense of responsibility while fostering collaborative relationships across various regions and business sectors.
- Fluent proficiency in Mandarin Chinese and English languages.
- Exposure to SQL/Python or dashboard creation is considered a valuable asset.
Binance offers a dynamic work environment with opportunities to shape the future alongside talented individuals in a progressive, user-centric organization. Its flat organizational structure encourages autonomy in tackling innovative, fast-paced projects while nurturing a results-oriented culture that prioritizes career progression, constant learning, competitive compensation, and an array of company benefits. Depending on the business team's requisite work nature, a work-from-home arrangement is in place.
We are committed to maintaining an equal opportunity work environment on the basis that diversity is integral to our collective success.
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