Customer Service Representative (Slovak & English)

About the role

This role focuses on providing direct support to Binance users, primarily through live chat and support tickets. Responsibilities include identifying customer needs, offering accurate information about platform features and processes, and resolving complaints within set timeframes. The position requires adherence to established communication guidelines and policies, ensuring a consistent and high-quality customer experience.

A key aspect of this job involves contributing to the improvement of customer support tools and workflows. This includes providing feedback on AI bot performance, standard operating procedures (SOPs), and internal tools. Candidates will also participate in the validation and testing of AI bots and automation workflows, helping to refine the support ecosystem.

Success in this role means consistently delivering a high level of customer satisfaction by engaging users and resolving their issues effectively. The ideal candidate will be able to manage a high volume of inquiries, prioritize tasks efficiently, and maintain clear communication. This contributes to Binance's goal of providing reliable support for its global user base.

The annual salary for this position is listed between $90,000 and $150,000 USD.

Skills that matter here

• customer facing experience: This role requires direct interaction with users to address their inquiries and provide solutions.
• IT proficiency: The ability to handle technical customer queries is necessary for this support position.
• written communication skills: Exceptional written communication is essential for effective live chat and ticket support.
• active listening ability: Understanding customer needs and concerns requires strong active listening skills.
• AI concepts: A basic understanding of AI is required to provide feedback and participate in testing AI-powered support tools.
• cryptocurrency/blockchain: Knowledge of the cryptocurrency and blockchain field is a significant advantage for assisting users of a crypto exchange.

Who this role suits

• Someone with a background in direct customer support who can manage many inquiries.
• An individual who is comfortable with technology and can explain moderately technical information.
• A person who is detail-oriented and can follow established procedures and guidelines.
• Someone who is fluent in both English and Slovak and can work irregular hours, including nights and weekends.

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 Slovak
• 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)