Customer Service Business Process Specialist
Binance · Remote
We can no longer confirm this job is open.
MeritLog keeps this job text with its source. We could not check if it is still open. This page has no link to apply.
Source: the employer's Lever job board. Open the job post for the latest details. This page is saved. We cannot confirm the job is still open.
Job details
- Work model
- Remote
- Salary
- Not listed by source
Job description
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 • Bilingual English/Mandarin is required to be able 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 flexible working hours and eagerness to take on new challenges and adapt to change
Keep exploring
Available Customer Support roles
You can explore these job posts now.
- Customer Support Solutions LeadJustworks · Not provided by source
- International Consultant, AmericasJustworks · Not provided by source
- Director, Payroll & Tax ImplementationJustworks · On-site
- Team Lead, Insurance BenefitsJustworks · On-site
- Customer Onboarding ManagerJustworks · On-site
- Director, Payroll & Tax ImplementationJustworks · On-site