Role in brief
Binance, a major cryptocurrency exchange, is hiring a Customer Service Representative fluent in Latvian and English. This role involves managing customer inquiries via chat and tickets, resolving issues, and providing information about the platform. It suits individuals with prior customer service experience, strong IT skills, and a basic understanding of AI tools, who are prepared for flexible hours.
About the role
This role focuses on direct customer interaction, handling a high volume of live chats and support tickets. The primary goal is to address customer needs, offer solutions, and provide clear information about Binance's products and features. Success in this position means consistently delivering timely resolutions and maintaining high customer satisfaction by adhering to established communication guidelines and procedures.
Beyond direct support, the Customer Service Representative contributes to improving the overall support system. This includes collecting feedback on workflow and product enhancements, especially concerning AI bot performance and internal tools. The role may also involve participating in the validation and testing of AI bots and automation workflows, ensuring the quality of operational procedures.
The position demands a proactive approach to customer engagement, aiming to provide a top-tier experience. It requires managing complaints effectively, offering appropriate solutions, and following up to confirm resolution. The work schedule includes weekends and irregular hours, including night shifts, reflecting the 24/7 nature of a global cryptocurrency exchange.
The annual salary for this role ranges from $90,000 to $150,000 USD.
Skills that matter here
- customer service representative: This role requires prior experience in a customer-facing support position, specifically in a customer service representative capacity.
- IT proficiency: The ability to handle moderately technical customer queries is essential for this position.
- written communication: Exceptional written communication skills are necessary for effective interaction via chat and support tickets.
- multi-task: The role demands the ability to manage multiple tasks, prioritize, and handle time effectively in a fast-paced environment.
- AI concepts: A basic understanding of AI concepts and familiarity with AI-powered tools or chatbots is required for this position.
- English and Latvian: Fluency in both English and Latvian is a mandatory requirement for supporting customers in these language queues.
Who this role suits
- Someone with at least one year of direct customer support experience.
- A person who is comfortable working with technology and can explain moderately technical topics.
- An individual who can manage multiple priorities and adapt to flexible working hours, including nights and weekends.
- A candidate who understands basic AI concepts and is interested in contributing to tool and process 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 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)
Questions about this role
What is the remote work policy for this role?
This is a work-from-home arrangement, though the specific setup may vary based on the business team's needs.
What level of experience is required for this position?
Candidates should have at least one year of proven customer-facing or customer service representative experience.
What are the language requirements for this role?
Fluency in both English and Latvian is required for this position.