Operations Lead — Taiwan

11 hours, 14 minutes ago
Full-time
Senior
Project and Program Management
Binance

Binance

Binance operates as a leading blockchain ecosystem and digital asset exchange, integrating digital technology with financial services to facilitate the trading and management of cryptocurrencies.

Capital Markets
5K-10K
Founded 2017
$10M raised

Description

  • Act as the primary operations and customer service contact for local regulatory matters and regulator communications.
  • Translate regulatory requirements into actionable steps for customer service, compliance, legal, product, bot ops, and other teams.
  • Review and localize operational policies, SOPs, chatbot flows, help center content, and customer communication templates.
  • Partner with cross-functional teams to build scalable local operating processes.
  • Monitor daily operations, including transactions, trading activity, sweep status, rejected or pending cases, refunds, bank verification issues, and escalations.
  • Manage vendor dispute tickets, RFI cases, fraud and 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 business units from a customer service perspective to support new product and campaign launches in Taiwan.
  • Identify operational gaps, perform root-cause analysis, improve workflows, and strengthen risk controls.
  • Build reports and dashboards and provide regular updates on operational and customer service metrics.

Requirements

  • 5+ years of experience in operations, customer support operations, fintech, financial services, crypto exchange, payments, or another regulated industry.
  • Strong understanding of the regulatory and business environment.
  • Experience coordinating with regulators, Compliance, Legal, Customer Service, 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 and 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.

Benefits

  • Competitive salary and company benefits.
  • Work-from-home arrangement, depending on business team needs.
  • Opportunity to work with world-class talent in a flat, global organization.
  • Autonomy to tackle fast-paced projects in an innovative environment.
  • Career growth and continuous learning opportunities.
  • Equal opportunity employer with a diverse workforce commitment.

Interested in this position?

Apply directly on the company website

Apply Now

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