Role in brief
Binance is seeking a Customer Service Representative fluent in Slovenian and English. This role involves managing customer inquiries and complaints through live chat and tickets, providing information, and ensuring timely resolutions. It suits individuals with customer service experience, strong IT skills, and an understanding of AI concepts, who are prepared for irregular hours in a remote setting.
About the role
This position focuses on direct customer interaction, handling a high volume of live chats and support tickets. The core responsibility is to understand customer needs, provide accurate information about Binance's platform and products, and resolve complaints efficiently. Success in this role means consistently delivering timely and satisfactory resolutions while maintaining clear communication.
Beyond direct support, the role also contributes to improving customer service operations. This includes collecting feedback to enhance workflows, product features, and internal tools. Candidates will participate in validating and testing AI bots, automation workflows, and standard operating procedures, helping to refine the support ecosystem.
The work environment is remote and requires flexibility, including weekend and night shifts. It is part of a global blockchain ecosystem, emphasizing a user-centric approach. The ideal candidate will be proactive in engaging customers and committed to delivering a high-quality service experience while adapting to a fast-paced, innovative setting.
The annual salary for this position ranges from $135,000 to $225,000 USD.
Skills that matter here
- customer facing experience: This role requires direct interaction with users to address their inquiries and resolve issues.
- IT proficiency: Candidates need to handle moderately technical customer questions related to the platform and its features.
- written communication skills: Exceptional written communication is essential for effective live chat and ticket support.
- active listening ability: This skill helps in understanding customer needs and complaints to provide appropriate solutions.
- AI concepts: A basic understanding of AI is required, as the role involves interacting with and providing feedback on AI-powered tools.
- cryptocurrency/blockchain field: Knowledge of this domain is a strong advantage for understanding user questions and the company's products.
Who this role suits
- A person who is patient and empathetic, capable of handling a high volume of diverse customer inquiries.
- Someone who is detail-oriented and can provide accurate information while managing multiple tasks.
- An individual who is adaptable to working irregular hours, including nights and weekends, in a remote setting.
- A candidate who is proactive in seeking feedback and contributing 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 Slovenian
- 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 remote position, though the specific arrangement may vary depending on the business team's needs.
What level of experience is required?
Candidates should have at least one year of experience in a customer-facing role or as a customer service representative.
What languages are required for this position?
Fluency in both English and Slovenian is required for this role.