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Customer Service Representative (Slovak & English)

Binance Holdings Limited

Job Overview

Location

Slovakia, Bratislava

Job Type

Full-time

Full Job Description

📋 Description

• Provide multilingual customer service support in both Slovak 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 (Know Your Customer) approval processes, ensuring compliance with regulatory requirements and internal policies.
• Resolve customer complaints and technical issues related to the Binance exchange platform, including transaction delays, access problems, and API errors.
• Document all customer interactions thoroughly in the support system to maintain accurate records and enable team-wide knowledge sharing.
• Escalate complex or high-priority cases to appropriate internal teams (e.g., security, compliance, product) while maintaining clear communication with the customer.
• Gather and relay customer feedback on platform usability, feature requests, and pain points to improve product experience and service quality.
• Maintain high standards of professionalism, empathy, and patience when interacting with customers under stress or during high-volume periods.
• Adhere strictly to Binance’s security and data privacy protocols when handling sensitive user information.
• Meet or exceed key performance indicators including response time, resolution rate, customer satisfaction scores, and first-contact resolution metrics.
• Stay updated on new Binance products, features, policy changes, and regulatory developments to provide accurate and current information to users.
• Collaborate with cross-functional teams including product, compliance, and engineering to improve support workflows and reduce recurring issues.
• Participate in ongoing training sessions and knowledge updates to maintain expertise in cryptocurrency, blockchain technology, and customer service best practices.
• Work within scheduled shifts that may include evenings, weekends, or holidays to support global user bases across time zones.
• Contribute to a positive, team-oriented work environment by sharing insights, mentoring new hires, and participating in team reviews.

🎯 Requirements

• Native or fluent proficiency in Slovak and English, both written and spoken
• Proven experience in customer service, preferably in a fast-paced, tech-driven, or fintech environment
• Strong problem-solving skills and ability to handle high-volume, high-pressure customer interactions
• Familiarity with ticketing systems and live chat platforms used in digital customer support
• Understanding of cryptocurrency, blockchain, or digital asset platforms is highly advantageous
• Ability to maintain composure and professionalism when dealing with frustrated or upset customers

🏖️ Benefits

• Competitive salary with performance-based bonuses
• Health and wellness benefits including medical, dental, and mental health coverage
• Flexible working hours and hybrid work options
• Opportunities for professional development and career advancement within Binance
• Access to Binance products and services, including cryptocurrency trading benefits
• Paid time off and public holidays in line with Slovak labor regulations

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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