Customer Service Representative (Danish & English)

Binance Holdings Limited

Job Overview

Location

Portugal, Lisbon

Job Type

Full-time

Full Job Description

📋 Description

• Provide multilingual customer service in both Danish and English to Binance users globally via ticketing systems and live chat platforms.
• Respond to customer inquiries regarding cryptocurrency trading, account verification, security protocols, deposit/withdrawal processes, and platform functionality with accuracy and speed.
• Assist users with identity verification and KYC/AML documentation submission, ensuring compliance with regulatory requirements.
• Resolve customer complaints and escalate complex issues to relevant internal teams while maintaining clear documentation of all interactions.
• Maintain high standards of service by adhering to response time SLAs and ensuring consistent, empathetic communication across all customer touchpoints.
• Gather and relay customer feedback on platform usability, feature requests, and pain points to product and operations teams to drive continuous improvement.
• Collaborate with cross-functional teams including security, compliance, and product to resolve user issues efficiently and uphold platform integrity.
• Stay updated on Binance’s evolving product offerings, including trading tools, finance products, Web3 features, and payment solutions to provide informed support.
• Ensure all customer interactions reflect Binance’s commitment to security, transparency, and user empowerment in the digital asset ecosystem.
• Adhere to internal policies and procedures for data privacy, confidentiality, and secure handling of sensitive user information.
• Contribute to a culture of excellence in customer service by participating in training sessions, quality assurance reviews, and team knowledge-sharing initiatives.
• Work within a fast-paced, global environment where responsiveness, cultural awareness, and adaptability are critical to delivering exceptional user experiences.
• Support a 24/7 customer service operation with flexible scheduling to accommodate global user time zones and peak activity periods.
• Maintain a high level of accuracy in documentation, ticket categorization, and resolution tracking to ensure operational efficiency and audit readiness.
• Promote user trust by delivering clear, calm, and professional communication during high-stress situations such as account access issues or transaction disputes.
• Act as a frontline advocate for customers, representing their needs internally while upholding company policies and regulatory obligations.

🎯 Requirements

• Native or fluent proficiency in both Danish and English, with exceptional written and verbal communication skills in both languages
• Proven experience in customer service, preferably within fintech, cryptocurrency, or online platform environments
• Ability to handle high-volume customer inquiries with accuracy, empathy, and efficiency under pressure
• Strong problem-solving skills and a customer-first mindset
• Familiarity with ticketing systems, live chat platforms, and CRM tools
• Understanding of cryptocurrency basics, blockchain technology, or digital asset trading is preferred

🏖️ Benefits

• Competitive salary and performance-based bonuses
• Health and wellness coverage including medical, dental, and mental health support
• Flexible working hours and remote work options
• Opportunities for professional development and career advancement within a global organization

Skills & Technologies

Onsite

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Binance Holdings Limited

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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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