Operations Lead — Taiwan

Binance
Taipei
Workplace: RemoteFull timeFunction: Business OperationsExperience: 5+ yearsSkills: ["Analytical","Problem-solving","Stakeholder management","Communication","Ownership"]

Own Taiwan operations from a combined operations and customer-service perspective, translating regulatory requirements into actionable workflows and localized SOPs. Review and localize policies, chatbot flows, and Help Center content to ensure consistent compliance. Oversee daily trading and payment-related operations, manage operational ticket queues within SLA, identify process gaps with root-cause analysis, and build dashboards that track key CS and operational metrics while coordinating cross-functional teams.

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FursaFursa
Binance
Binance
9 hours ago

Operations Lead — Taiwan

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own Taiwan operations from a combined operations and customer-service perspective, translating regulatory requirements into actionable workflows and localized SOPs. Review and localize policies, chatbot flows, and Help Center content to ensure consistent compliance. Oversee daily trading and payment-related operations, manage operational ticket queues within SLA, identify process gaps with root-cause analysis, and build dashboards that track key CS and operational metrics while coordinating cross-functional teams.
Location: Taipei
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Act as the key operations and customer service contact for local regulatory matters, supporting regulator communication based on operational status.
  • •Translate regulatory requirements into clear actions for Customer Service Taiwan and partner teams across SOPs, Bot Ops, Compliance, Legal, Product, and others.
  • •Review and localize operational policies, SOPs, chatbot flows, Help Center content, and customer communication templates for consistency and compliance.
  • •Monitor daily operations and handle operational tickets within SLA, including rejected/pending/review cases, refunds, bank verification issues, vendor disputes, and fraud/scam investigation requests.
  • •Identify operational gaps via root-cause analysis, improve workflows and risk controls, and build reports/dashboards with regular updates on operational and customer service metrics.

Pay and Benefits

Perks:Remote Work

Key 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, with experience coordinating with regulators, Compliance, Legal, and cross-functional teams.
  • •Proven ability 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.
  • •Professional fluency in Mandarin Chinese and English.
Experience:5+ yearsFintechFinancial servicesCrypto exchangePaymentsRegulated industries
Skills:AnalyticalProblem-solvingStakeholder managementCommunicationOwnership
Languages:Mandarin ChineseEnglish
Tech Stack:SQLPython

Company Brief

Binance
Operates one of the world’s largest cryptocurrency exchanges, offering spot and derivatives trading, a native token (BNB), wallet services, staking, and a broad suite of crypto financial products and infrastructure.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Bootstrapped
Headquarters: George Town, Cayman Islands
Founded: 2017
WebsiteLinkedIn