Job Overview
Location
Riga, Latvia
Job Type
Full-time
Category
Software Engineering
Date Posted
May 23, 2026
Full Job Description
đź“‹ Description
- • Provide multilingual customer service support in both Lithuanian and English to Binance users globally via ticketing systems and live chat platforms.
- • Respond to customer inquiries regarding cryptocurrency trading, account access, security protocols, deposit/withdrawal processes, and platform functionality with accuracy and speed.
- • Assist users with identity verification and KYC/AML documentation approval processes, ensuring compliance with regulatory requirements.
- • Resolve customer complaints and escalated issues promptly while maintaining a professional, empathetic, and solution-oriented tone.
- • Document all customer interactions thoroughly in the support system, capturing key details for internal review and process improvement.
- • Collaborate with internal teams including compliance, product, and technical support to escalate and resolve complex user issues efficiently.
- • Monitor and adhere to service level agreements (SLAs) for response and resolution times to maintain high customer satisfaction metrics.
- • Stay updated on Binance’s evolving product offerings, including trading features, wallet services, payments, and Web3 functionalities to provide accurate guidance.
- • Gather and relay customer feedback on platform usability, pain points, and feature requests to relevant departments to inform product enhancements.
- • Maintain strict confidentiality and data security protocols when handling sensitive user information and financial data.
- • Work within a fast-paced, 24/7 global support environment, adapting to shifting workload patterns and peak support periods.
- • Participate in ongoing training sessions to deepen knowledge of blockchain technology, cryptocurrency regulations, and customer service best practices.
- • Contribute to a culture of continuous improvement by identifying recurring issues and proposing process optimizations to reduce resolution times.
- • Represent Binance’s brand values of transparency, security, and user empowerment in every customer interaction.
- • Ensure all communications align with company policies, legal standards, and regional compliance frameworks applicable to cryptocurrency services.
🎯 Requirements
- • Native or fluent proficiency in both Lithuanian 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 support environment with strict SLA requirements.
- • Strong problem-solving skills and a customer-first mindset with empathy for users facing technical or financial challenges.
- • Familiarity with ticketing systems, live chat platforms, and CRM tools used in digital customer support.
- • Understanding of basic cryptocurrency concepts (e.g., wallets, exchanges, KYC/AML) is highly advantageous.
🏖️ Benefits
- • Competitive salary with performance-based incentives.
- • Flexible working hours within a 24/7 global support framework.
- • Opportunities for career growth within Binance’s expanding global support and operations teams.
- • Access to internal training programs on blockchain technology and financial compliance.
- • Employee discounts on Binance trading fees and access to exclusive crypto-related educational resources.
- • Health and wellness benefits tailored to regional standards in Latvia.
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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