The opportunity
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed,…
What you'll do
Act as the key Operations and Customer Service contact for local regulatory: matters, supporting communication with regulators based on actual operational status.
Translate regulatory requirements into clear actions for Customer Service: Taiwan, SOP, Bot Ops, Compliance, Legal, Product, and other teams.
Review and localize operational policies, SOPs, chatbot flows, Help Center: content, and customer communication templates to ensure consistency and compliance.
Partner with Legal, Compliance, Finance/Treasury, Product, Technology, Data,: Sales/Trading, and CS teams to build scalable local operating processes.
Monitor daily operations, including transactions, trading activities, sweep: status, rejected/pending/review cases, refunds, bank verification issues, and escalations.
Manage vendor dispute tickets, RFI cases, fraud/scam investigation requests,: and other operational tickets within SLA.
What they're looking for
- Provide guidance and training to Customer Service teams for troubleshooting,: BAU support, product launches, and campaign readiness.
- Coordinate with internal BUs from a Customer Service perspective to support: new product or campaign launches in Taiwan.
- Identify operational gaps, conduct root-cause analysis, improve workflows, and strengthen risk controls.
- Build reports/dashboards and provide regular updates on key operational and Customer Service metrics.
