Customer Support Representative

Job Title: Customer Support RepresentativeCompany: BinanceLocation: RemoteAbout BinanceBinance is a leading global blockchain ecosystem and the world's largest cryptocurrency exchange by trading volume and registered users. Trusted by over 250 million people across 100+ countries, Binance offers an unmatched portfolio of digital-asset products, ranging from trading and finance to education, research, payments, institutional services, and Web3 features. Our mission is to build an inclusive financial ecosystem that advances the freedom of money and improves financial access globally.As part of Binance's Customer Service team, you'll join a client-facing business where delivering exceptional support is our priority. We aim to create a platform where users receive fast, efficient, and accurate assistance through various channels like live chat and ticketing systems.Responsibilities:Handle High-Volume Live Chats: Respond promptly to customer queries via live chat, ensuring all inquiries are addressed efficiently.Customer Inquiries: Assist with customer inquiries regarding Binance's financial derivatives and retain regular customers.Complaint Resolution: Solve customer complaints and document analysis for further improvements.Optimize Processes: Identify areas of improvement within customer complaint processes and enhance service quality.Emergency Handling: Address unpredictable emergencies in an efficient and timely manner.Adhoc Tasks: Perform additional tasks and reports as assigned by the shift leader and/or managers.Requirements:Education: Bachelor's degree or diploma, preferably in a finance-related major.Experience: Prior customer support experience, particularly in the e-commerce or financial industry, is essential.Skills: Familiarity with customer support operations, a strong problem-solving ability, and a number-driven approach to service.Financial Knowledge: Experience or knowledge of financial derivatives is a big plus.Language Proficiency: Fluency in English and Mandarin to effectively communicate with overseas partners, stakeholders, and customers.Working Hours: Willingness to work weekends, irregular hours, and night shifts as required.

Binance is a leading global blockchain ecosystem and the world's largest cryptocurrency exchange by trading volume and registered users. Trusted by over 250 million people across 100+ countries, Binance offers an unmatched portfolio of digital-asset products, ranging from trading and finance to education, research, payments, institutional services, and Web3 features. Our mission is to build an inclusive financial ecosystem that advances the freedom of money and improves financial access globally.