Role in brief
Binance is seeking a Customer Service Representative fluent in Estonian and English to provide support and ensure customer satisfaction. Candidates with customer service experience and a basic understanding of AI concepts are encouraged to apply.
About the role
As a Customer Service Representative at Binance, you will manage live chat and support tickets while addressing customer needs in Estonian and English. Your role will involve providing accurate information about platform features and resolving complaints to enhance customer satisfaction.
You will work in a fast-paced remote environment, collaborating with a global team. Success in this role means delivering timely resolutions and engaging with customers to provide a best-in-class experience, all while supporting improvements in workflows and tools.
The salary for this role ranges from $135,000 to $225,000, reflecting the competitive nature of the industry.
Skills that matter here
- customer service experience: This role requires proven customer-facing experience to effectively address inquiries and resolve issues.
- written communication skills: Exceptional written communication is necessary for providing clear and accurate information to customers.
- IT proficiency: Strong IT skills are essential for handling moderately technical customer queries.
- AI concepts: A basic understanding of AI concepts is required, as you will participate in the validation and testing of AI tools.
Who this role suits
- Someone with a background in customer service who enjoys solving problems.
- An individual who is detail-oriented and can manage multiple tasks effectively.
- A person comfortable with technology and eager to learn about AI and blockchain.
- Someone who can adapt to a flexible work schedule, including weekends and night shifts.
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)
Questions about this role
What is the remote policy?
This position is remote, but the work-from-home arrangement may vary depending on the business team's needs.
What are the required skills for this role?
Candidates should have customer service experience, strong IT proficiency, exceptional written communication skills, and a basic understanding of AI concepts.
How do I apply?
Interested candidates can apply through the Binance website.