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 Swedish and English to Binance users globally via ticketing systems and live chat platforms.
- • Respond to customer inquiries regarding account access, trading functionality, deposit and withdrawal processes, and platform features with accuracy and speed.
- • Assist users with identity verification and KYC/AML documentation approval processes, ensuring compliance with regulatory requirements.
- • Resolve customer complaints related to transaction delays, security alerts, platform errors, and account restrictions in a timely and professional manner.
- • Maintain detailed records of all customer interactions, including issue resolution steps, outcomes, and feedback for internal reporting and process improvement.
- • Collaborate with internal teams including compliance, product, and technical support to escalate complex issues and ensure timely resolution.
- • Adhere to strict security protocols when handling sensitive user data and personal identification information.
- • Monitor and respond to high-priority customer issues during peak hours, ensuring consistent service levels across time zones.
- • Contribute to the continuous improvement of customer service workflows by identifying recurring issues and proposing actionable feedback to product and operations teams.
- • Maintain a high standard of empathy and professionalism when interacting with customers under stress or experiencing technical difficulties.
- • Stay updated on Binance product updates, policy changes, and regulatory developments to provide accurate and current information to users.
- • Meet or exceed team performance metrics including response time, resolution rate, customer satisfaction scores, and first-contact resolution targets.
- • Participate in ongoing training sessions to enhance knowledge of cryptocurrency markets, blockchain technology, and platform features.
- • Work within a structured shift schedule to support 24/7 customer service operations across global markets.
- • Represent Binance’s commitment to user empowerment, financial inclusion, and transparent service standards in every customer interaction.
🎯 Requirements
- • Native or fluent proficiency in both Swedish 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 work efficiently in a fast-paced, high-volume support environment with strict response time requirements.
- • Strong understanding of KYC/AML procedures and experience handling sensitive user documentation.
- • Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and live chat platforms.
- • High level of attention to detail and accuracy when processing financial and personal data.
🏖️ Benefits
- • Competitive salary with performance-based bonuses.
- • Comprehensive health and wellness coverage.
- • Flexible working hours and remote work options.
- • Access to Binance products and services, including cryptocurrency trading benefits.
- • Ongoing professional development and training opportunities.
- • International work environment with diverse, 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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