VIP User Operations Intern

About the Role

Join the VIP Middle Office team, the function behind the experience our highest-value users get. This role sits at the front of that experience: you will use AI tools to make VIP identification, service setup, and service exit faster and more consistent, help build the client profile that shapes user operation decisions, and keep a close read on how competitors run their communities and benefits. It is a role for someone who wants to see how a global exchange actually operates its top user segment, and who is comfortable working with Product, Design, Sales, Marketing, and Customer Service at the same time.

What You'll Do

• Maintain and improve the identification and service setup of new VIP users, using AI tools to handle and review cases at scale.
• Identify VIP users who no longer qualify and manage their service exit, improving how quickly and consistently those decisions are made.
• Own the reporting of new service setup statistics, and keep the numbers accurate and easy for the team to act on.
• Build and refine the VIP client profile: collect client information, improve the profile design, and create categorisations that support user operation decisions.
• Track competitor communities and benefits programmes, and turn what you find into benchmarking reports that inform our operational strategy.
• Support the wider VIP system, community operations, benefits, and user experience workstreams as they arise.

What We're Looking For

• Hands-on experience in user operations, from an internship or campus project, with a working understanding of the user lifecycle and growth patterns.
• Experience coordinating across multiple teams, with the follow-through to keep several workstreams on schedule and information in sync.

• Comfort with CRM and analytics tools for tracking community KPIs, and the ability to turn competitive benchmarking data into concrete optimisation suggestions.
• Proficient in at least one AI tool (e.g., ChatGPT, Claude, Gemini), with the prompt-writing skills to improve output quality and the judgement to fact-check and align AI-generated content with brand and compliance guidelines.
• Available 5 full working days per week, for a minimum of 6 months.
• Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders.

Nice to Haves

• Experience managing multilingual communities.
• Experience in crypto, fintech, or internet user operations.
• Familiarity with Binance or other exchange products.