Role in brief
Binance seeks a Customer Service Representative fluent in Swedish and English to provide support and ensure customer satisfaction in the crypto sector. This remote role is ideal for individuals with customer service experience and a basic understanding of AI tools.
About the role
As a Customer Service Representative at Binance, you will engage with customers through live chat and support tickets, ensuring their needs are met efficiently. Your role will involve managing complaints, providing accurate information about platform features, and contributing to the improvement of internal tools and workflows.
You will be part of a global team within a leading blockchain ecosystem, where your contributions directly impact customer satisfaction. The role requires adaptability and a willingness to work flexible hours, including weekends and night shifts, in a fast-paced environment.
The salary for this role ranges from $90,000 to $150,000, reflecting the competitive nature of the industry.
Who this role suits
- Someone with over a year of customer service experience.
- A candidate who is proficient in IT and comfortable handling technical queries.
- An individual with strong written communication skills and the ability to multitask.
- A proactive person willing to engage customers and deliver exceptional service.
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 Swedish
- 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 policy?
The position is remote, but the work-from-home arrangement may vary depending on the team's needs.
What experience is required for this role?
Candidates need at least 1 year of proven customer-facing experience.
How can I apply?
Interested candidates can apply through the Binance website at https://www.binance.com.