Customer Service Representative (Estonian & English)

About the role

This role focuses on delivering customer support for Binance, a major blockchain ecosystem. The primary tasks involve managing a high volume of live chats and support tickets, addressing customer needs, and providing detailed information about the platform's products and features. Success in this position means consistently resolving customer issues, managing complaints effectively, and adhering to established communication guidelines while maintaining high customer satisfaction.

The Customer Service Representative will also contribute to improving service quality. This includes collecting feedback for workflow and product enhancements, such as AI bot performance and internal tools. The role requires participation in testing AI bots, automation workflows, and standard operating procedures, indicating a proactive approach to refining customer support processes.

Working in a remote, fast-paced environment, the individual will be part of a global organization. The role offers autonomy in managing tasks and requires a results-driven approach. It involves collaborating with a team to ensure a best-in-class customer experience, contributing to the company's mission of expanding financial access through digital assets.

The annual salary for this role is between $135,000 and $225,000 USD.

Skills that matter here

• IT proficiency: This role requires the ability to handle moderately technical customer queries effectively.
• written communication skills: Exceptional written communication is necessary for interacting with customers via chat and tickets.
• active listening: This skill is crucial for identifying and understanding customer needs to provide appropriate solutions.
• multi-task: The role demands managing multiple customer interactions and tasks simultaneously.
• AI concepts: A basic understanding of AI and familiarity with AI-powered tools or chatbots is required for this position.
• cryptocurrency/blockchain: Knowledge of this field is a strong advantage for understanding customer inquiries related to Binance's services.

Who this role suits

• Someone with at least one year of customer-facing experience.
• An individual who can effectively prioritize tasks and manage their time.
• A person comfortable working weekends and irregular hours, including night shifts.
• A candidate who is proactive in providing feedback for process and tool improvements.

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 Estonian
• 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)