Customer Service Representative (Latvian & English)

About the role

This role focuses on delivering direct support to Binance users, primarily through live chat and support tickets. The representative will handle a high volume of inquiries, aiming for timely and satisfactory resolutions. A key aspect of the job involves providing clear, comprehensive information about platform features, products, and processes, ensuring customers understand how to navigate and utilize the exchange effectively.

Beyond direct customer interaction, this position contributes to the continuous improvement of support operations. Responsibilities include managing complaints, adhering to communication protocols, and actively participating in feedback collection. This feedback helps refine workflow, product features, AI bot performance, and standard operating procedures. The role also involves testing AI bots and automation workflows.

Success in this position means consistently providing a high level of customer satisfaction while efficiently managing a heavy workload. It requires the ability to identify customer needs, offer appropriate solutions, and follow through to ensure issues are fully resolved. The ideal candidate will be proactive in engaging customers and dedicated to maintaining a best-in-class support experience for users of the world's largest cryptocurrency exchange.

The annual salary for this position 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, demonstrating the ability to handle user inquiries and resolve issues effectively.
• IT proficiency: The representative must be capable of addressing moderately technical customer queries related to the platform's functionalities.
• written communication: Exceptional written communication skills are essential for clear and accurate interaction with customers via chat and tickets.
• active listening: The ability to actively listen and understand customer needs is crucial for identifying problems and providing relevant solutions.
• AI concepts: A basic understanding of AI and familiarity with AI-powered tools or chatbots is required, as the role involves interacting with and providing feedback on these systems.
• Latvian: Fluency in Latvian is mandatory to support users in this specific language queue.

Who this role suits

• A person who thrives in a fast-paced environment and can manage a high volume of inquiries.
• Someone who is detail-oriented, capable of providing accurate information, and committed to customer satisfaction.
• An individual comfortable working irregular hours, including weekends and night shifts.
• A candidate who is proactive in problem-solving and eager to contribute to 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)