Operations Lead

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Binance

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

₿ Crypto

💳 Fintech

💰 Initial Coin Offering on 2020-12

Crypto • Fintech

Binance is the world's leading cryptocurrency exchange, serving over 235 million registered users across more than 180 countries. The platform offers a wide array of services, including the trading of over 350 cryptocurrencies in Spot, Margin, and Futures markets. Users can also buy and sell crypto via Binance P2P, earn interest through Binance Earn, and engage in NFT trading on the Binance NFT marketplace. Binance provides low transaction fees and diverse payment options, making it a preferred choice for cryptocurrency enthusiasts worldwide.

📋 Description

• Act as the key Operations and Customer Service contact for local regulatory matters and support communication with regulators based on 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 for consistency and compliance • Partner with Legal, Compliance, Finance/Treasury, Product, Technology, Data, Sales/Trading, and Customer Service 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 business units 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, 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/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 (the arrangement may vary depending on the work nature of the business team) • Opportunities for career growth and continuous learning • Flat organizational structure • Autonomy in an innovative environment