Job Overview
Location
Estonia, Tallinn
Job Type
Full-time
Category
Software Engineering
Date Posted
May 23, 2026
Full Job Description
đź“‹ Description
- • Provide multilingual customer service in both Estonian and English to Binance users globally via ticketing systems and live chat platforms.
- • Respond to customer inquiries regarding account access, security protocols, trading functionalities, deposit/withdrawal processes, and identity verification procedures.
- • Resolve customer complaints related to platform usage, transaction delays, account restrictions, and technical issues with accuracy and efficiency.
- • Assist users with KYC/AML identification approval workflows, ensuring compliance with regulatory requirements and internal policies.
- • Maintain high response speed and service quality while managing high-volume customer interactions during peak trading hours.
- • Document customer interactions thoroughly in CRM systems to ensure continuity, auditability, and data-driven service improvements.
- • Act as a customer advocate by gathering and relaying user feedback on platform features, pain points, and usability issues to internal product and engineering teams.
- • Collaborate with cross-functional teams including compliance, security, and product to escalate and resolve complex customer issues promptly.
- • Adhere strictly to Binance’s security and data privacy standards when handling sensitive user information and financial data.
- • Stay updated on evolving cryptocurrency products, platform updates, regulatory changes, and common user concerns to provide accurate and timely support.
- • Maintain a customer-first mindset with empathy, patience, and professionalism when dealing with frustrated or confused users.
- • Meet or exceed key performance indicators related to response time, resolution rate, customer satisfaction scores, and first-contact resolution.
- • Participate in ongoing training sessions to enhance product knowledge, communication skills, and compliance awareness.
- • Work within a 24/7 global support environment, including rotating shifts that may cover weekends and holidays to ensure continuous service coverage.
- • Contribute to a culture of excellence by consistently delivering high-quality support that aligns with Binance’s mission of financial freedom and accessibility.
🎯 Requirements
- • Native or fluent proficiency in both Estonian and English, with excellent written and verbal communication skills in both languages.
- • Proven experience in customer service, preferably within fintech, cryptocurrency, or high-volume digital platforms.
- • Ability to work accurately under pressure in a fast-paced, 24/7 operational environment.
- • Strong problem-solving skills and a customer-centric mindset.
- • Familiarity with ticketing systems, live chat platforms, and CRM tools.
- • Understanding of basic cryptocurrency concepts, blockchain technology, or digital asset trading is preferred.
🏖️ Benefits
- • Competitive salary with performance-based bonuses.
- • Flexible working hours within a 24/7 support schedule.
- • Health and wellness benefits including medical insurance.
- • Opportunities for professional development and career advancement within Binance’s global organization.
- • Access to Binance’s internal educational resources and cryptocurrency-related training.
- • Collaborative, international work environment with a diverse, global team.
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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