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, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
Responsibilities:
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.
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.
Requirements:
5+ years of experience in operations, customer support operations, fintech, financial services, crypto exchange, payments, or other regulated industries.
Strong understanding of the regulatory and business environment.
Experience coordinating with regulators, Compliance, Legal, CS, Product, and cross-functional teams.
Proven experience in SOP review, process localization, operational go-live readiness, and issue escalation.
Familiarity with exchange operations, trading operations, payment operations, fraud/scam investigations, refunds, or bank verification processes.
Strong analytical, problem-solving, stakeholder management, and communication skills.
Ability to work independently with strong ownership while collaborating across regions and business units.
Professional fluency in Mandarin Chinese and English.
SQL/Python or dashboarding experience is a plus.
Why Binance
• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
