The vacancy is well-structured with clear responsibilities and compensation, but lacks some details on processes and company links.
Job description
Binance is a global cryptocurrency exchange that provides a platform for trading various cryptocurrencies. We are committed to providing the best customer experience in the industry.
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
Requirements
- 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
About Binance
Binance Holdings Ltd., branded Binance, is the world's largest cryptocurrency exchange by daily trading volume, offering trading for over 350 cryptocurrencies, Binance Smart Chain for DApps and smart contracts, and additional services like DeFi, NFTs, and a blockchain ecosystem. It serves over 235 million users globally across more than 130 countries with a mission to provide infrastructure for the blockchain ecosystem and increase financial inclusion.