Customer Service Representative (Croatian & English)

About the role

As a Customer Service Representative at Binance, you will play a crucial role in ensuring customer satisfaction by managing high volumes of live chats and support tickets. Your responsibilities include providing accurate information about Binance's platform and products, resolving customer issues, and collecting feedback for continuous improvement.

You will collaborate with a talented team in a flat organizational structure, focusing on delivering best-in-class customer experiences. Success in this role involves effective communication, multitasking, and a proactive approach to customer engagement, with opportunities for career growth within a fast-paced, innovative environment.

The salary range reflects competitive compensation for the role within the industry.

Skills that matter here

• customer service: This role requires proven experience in customer-facing roles to effectively handle inquiries and resolve issues.
• communication skills: Exceptional written communication and active listening abilities are essential for engaging with customers.
• IT proficiency: Strong IT skills are necessary to address moderately technical customer queries.
• AI concepts: A basic understanding of AI and familiarity with AI-powered tools is required for this position.

Who this role suits

• A candidate with a background in customer service who thrives in fast-paced environments.
• Someone who is detail-oriented and can manage multiple tasks effectively.
• An individual who is proactive and willing to work flexible hours, including weekends.
• A person with a strong interest in blockchain and cryptocurrency will find this role particularly rewarding.

From the employer

• Handle high volumes of live chat and support tickets across assigned language queues
• Identify and evaluate customers' needs to deliver satisfaction and timely resolution
• Provide accurate, valid, and comprehensive information on platform features, products, and processes
• Manage complaints, provide proper solutions and options within time limits, and follow up to secure resolution
• Follow communication procedures, guidelines, and policies
• Support feedback collection for workflow and product improvements, including AI bot performance, SOPs, and internal tools
• Participate in the validation and testing of AI bots, automation workflows, tools, and SOPs as needed
• Go the extra mile to engage customers and deliver a best-in-class experience
• Perform other tasks as assigned by team leaders

• 1+ years experience of proven customer facing experience or experience as a customer service representative
• Strong IT proficiency and ability to handle moderately technical customer queries
• Exceptional written communication skills and active listening ability
• Ability to multi-task, prioritize, and manage time effectively
• Basic understanding of AI concepts and familiarity with AI-powered tools or chatbots (required)
• Hands-on experience with bot validation, testing, or SOP/tool quality review is a plus
• Knowledge of the cryptocurrency/blockchain field is a strong advantage
• Fluent in English and Croatian
• Willing to work weekends and irregular hours which will include night shifts

• 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)