The Role
Handle P2P customer disputes and investigate trading activity to prevent fraud. Provide customer service, identify root causes, recommend product improvements, and share complaint learnings. Coordinate with stakeholders, support customer experience surveys, and coach team members.
Summary Generated by Built In
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
Responsibilities
- As the frontlines of the P2P market, you and the team will arbitrate customer disputes professionally
- Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
- Create a culture and processes which achieve the business goals and objectives with regards to customer service
- Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholder and peers
- Act as the Voice of the Customer across the organization
- Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
- Ensure customer and complainant surveys are carried out continuously in order to produce timely, up-to-date information about customer experience across all areas of the business
- Ensure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized
Requirements
- 1+ years experience of proven customer facing experience or experience as a customer service representative
- Strong ability in IT for professional use and can handle somewhat technical queries from customers
- Exceptional written communication skills and a good listener
- Ability to multitask, prioritise, and control time effectively
- Knowledge of blockchain, crypto, and P2P payments is a big plus
- Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.
- Willing to work weekends and irregular hours which will include night shifts
- A Binance P2P user is highly preferred
Why Binance
• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
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Skills Required
- 1+ years customer-facing experience or experience as a customer service representative
- Strong IT ability for professional use and handling technical customer queries
- Exceptional written communication skills and active listening
- Ability to multitask, prioritise, and manage time effectively
- Fluency in English to coordinate with overseas partners and stakeholders
- Willingness to work weekends, irregular hours, and night shifts
- Knowledge of blockchain, crypto, and P2P payments
- Additional languages beyond English
- Being a Binance P2P user
Binance Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Binance and has not been reviewed or approved by Binance.
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Career-Linked Recognition & Rewards — Performance-linked bonuses can be sizable in favorable crypto cycles, lifting total compensation. Attractive packages in engineering and specialized roles indicate strong rewards for in-demand skills.
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Flexible Benefits — Remote-first flexibility and work-from-anywhere options add meaningful value to the overall rewards package. Flexible schedules and location independence are presented as core perks.
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Retirement Support — Binance.US includes a 401(k) as part of its benefits. This provides a conventional retirement pillar alongside cash and bonus components.
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The Company
What We Do
Binance is the world’s leading blockchain and cryptocurrency infrastructure provider with a financial product suite that includes the largest digital asset exchange by volume. Trusted by millions worldwide, the Binance platform is dedicated to increasing the freedom of money for users, and features an unmatched portfolio of crypto products and offerings, including: trading and finance, education, data and research, social good, investment and incubation, decentralization and infrastructure solutions, and more. For more information, visit: https://www.binance.com
