Customer Service Representative (Latvian & English)

About the role

As a Customer Service Representative at Binance, you will be responsible for managing customer inquiries through live chat and support tickets. Your goal will be to ensure customer satisfaction by providing accurate information and timely resolutions to issues.

You will work in a dynamic environment where you will handle a high volume of customer interactions. The role requires exceptional communication skills and the ability to manage time effectively. Participation in testing AI tools and gathering feedback for improvements will also be part of your responsibilities.

The salary for this position ranges from $90,000 to $150,000, reflecting the competitive nature of the role.

Skills that matter here

• Customer Service: This role requires proven experience in customer-facing positions to effectively resolve inquiries and enhance customer satisfaction.
• Communication Skills: Exceptional written and verbal communication abilities are essential for engaging with customers and providing accurate information.
• IT Proficiency: Strong IT skills are necessary to address moderately technical customer queries effectively.
• AI Familiarity: A basic understanding of AI concepts and experience with AI tools will be important for validating and testing automated systems.

Who this role suits

• A person who thrives in fast-paced environments and can handle high volumes of inquiries.
• Someone with a strong customer service background and exceptional communication skills.
• An individual who is adaptable and willing to work irregular hours, including weekends and night shifts.
• A candidate with an interest in blockchain and cryptocurrency will find this role particularly suitable.

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 Latvian
• 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)