Customer Service Business Process Specialist (Mandarin Speaker)

Remote from: 🌐 Anywhere
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 10 Jun 2026
Apply before: 10 Jul 2026
Experience level: Midweight
Views / Applies: 14 / 2

About company

About Binance

To increase the freedom of money globally through blockchain technology and cryptocurrency.

Financial Services
2017

Actively Hiring

AI Summary

This role is for a Customer Service Business Process Specialist who is fluent in both English and Mandarin. The position involves creating and maintaining SOPs, managing CS tickets, analyzing data to improve processes, and collaborating with cross-functional teams. The ideal candidate has experience in CS operations, strong analytical skills, and proficiency in office tools. The job offers an opportunity to drive continuous improvement in customer service delivery.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires expertise in CS operations, data analysis, and bilingual skills, but does not involve highly complex technical tasks, placing it at a moderate difficulty level.

Salary Analysis

AI Insight The offered salary is not specified; based on market data for similar roles with Mandarin language skills, the median is approximately $65,000 per year.

Key Skills

Mandarin Customer Service Process Improvement SOP Management Data Analysis Cross-functional Collaboration Training Problem-solving Communication Helpdesk

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Customer Service Business Process Specialist position. With over three years of experience in CS operations and process improvement, I have honed the skills needed to excel in this role. My fluency in Mandarin and English, combined with my proficiency in data analysis and SOP management, align perfectly with your requirements.

I have successfully led initiatives to streamline customer service workflows, resulting in a 20% reduction in response times. My ability to collaborate with cross-functional teams and create effective training materials has consistently improved team performance and customer satisfaction.

I am eager to bring my expertise in process optimization and bilingual communication to your company. Thank you for considering my application.

Sincerely, [Your Name]

Possible Interview Questions

Can you describe your experience with SOP management and how you ensure they are up-to-date?

In my previous role, I was responsible for maintaining and updating SOPs quarterly. I collaborated with team leads to review processes and incorporated feedback. I used version control and scheduled regular audits to ensure accuracy.

How do you handle a situation where a customer service process is causing delays?

I would first analyze the data to identify bottlenecks, then gather input from the CS team. I would propose a solution, test it with a small group, and if successful, implement it with proper training and documentation.

Describe a time you used data analysis to improve customer satisfaction.

I analyzed ticket resolution times and found that a specific query type had higher wait times. By creating a macro and updating FAQs, we reduced resolution time by 30%, increasing satisfaction scores.

How do you prioritize tasks when managing multiple projects?

I use a prioritization matrix based on impact and urgency. For example, critical process issues affecting current customers take precedence over long-term improvements. I also communicate with stakeholders to align expectations.

What is your experience with cross-functional collaboration, especially with product teams?

I regularly worked with product teams to relay customer feedback. I organized joint meetings to discuss process changes and provided data insights to support product improvements, ensuring CS needs were considered.

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

Apply now >