Job Overview
Location
Croatia, Zagreb
Job Type
Full-time
Category
Software Engineering
Date Posted
May 23, 2026
Full Job Description
đź“‹ Description
- • Provide multilingual customer service in Croatian and English to Binance users globally via ticketing systems and live chat platforms.
- • Respond to customer inquiries regarding cryptocurrency trading, account access, security protocols, and platform functionality with accuracy and speed.
- • Assist users with identity verification processes, including document review and compliance checks for KYC/AML requirements.
- • Resolve customer complaints related to deposits, withdrawals, transaction delays, and platform errors while adhering to company policies.
- • Maintain detailed records of all customer interactions, ensuring accurate documentation for internal audits and quality assurance.
- • Collaborate with internal teams to escalate technical issues, policy exceptions, or systemic problems affecting user experience.
- • Act as a customer advocate by gathering and relaying user feedback to product and operations teams to improve platform usability.
- • Adhere to strict data privacy and security standards when handling sensitive user information and financial data.
- • Meet performance targets for response time, resolution rate, and customer satisfaction scores in a high-volume support environment.
- • Stay updated on Binance product updates, new features, regulatory changes, and cryptocurrency market developments to provide informed support.
- • Work within a 24/7 global support framework, including rotating shifts to cover peak user activity times across time zones.
- • Ensure all communications reflect Binance’s brand voice: professional, empathetic, clear, and solution-oriented.
- • Participate in ongoing training sessions to enhance product knowledge, communication skills, and compliance awareness.
- • Maintain a high level of accuracy and attention to detail when processing sensitive user requests and financial transactions.
- • Support a diverse, international user base by understanding cultural nuances in communication and customer expectations.
- • Contribute to continuous improvement of support workflows, knowledge base content, and self-service resources based on recurring customer issues.
🎯 Requirements
- • Native or fluent proficiency in both Croatian and English, with excellent written and verbal communication skills.
- • Proven experience in customer service, preferably in a fast-paced, tech-driven, or fintech environment.
- • Ability to handle high volumes of customer inquiries while maintaining accuracy and composure under pressure.
- • Understanding of cryptocurrency, blockchain technology, or digital asset platforms is required.
- • Familiarity with KYC/AML procedures and compliance-related customer support processes.
- • Proficiency in using ticketing systems, live chat platforms, and CRM tools.
🏖️ Benefits
- • Competitive salary with performance-based bonuses.
- • Health and wellness benefits including medical, dental, and mental health coverage.
- • Paid time off and flexible working hours within a 24/7 operational framework.
- • Opportunities for professional development and career advancement within Binance’s global teams.
Skills & Technologies
Onsite
About Binance Holdings Limited
Binance Holdings Limited operates Binance.com, a global digital-asset exchange and blockchain infrastructure provider founded in 2017. The company offers spot, futures, and options trading, custody, staking, and payment services across more than 100 jurisdictions. It also develops Binance Smart Chain, a programmable blockchain, and runs a venture arm, Binance Labs, investing in crypto startups. Despite rapid growth, it faces compliance challenges in several countries.
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