Customer Service Representative (Croatian & English)

Remote from: Croatia
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 May 2026
Apply before: 24 Jun 2026
Experience level: Entry-Level
Junior
Views / Applies: 30 / 9

About company

About Binance

To increase the freedom of money globally through blockchain technology and cryptocurrency.

Financial Services
2017

Actively Hiring

AI Summary

Binance seeks a Customer Service Representative fluent in Croatian and English to support its global cryptocurrency exchange platform. The role involves handling high volumes of live chat and support tickets, identifying customer needs, resolving complaints, and providing accurate information. Candidates need 1+ year customer-facing experience, strong IT proficiency, and basic AI knowledge. This position offers a work-from-home arrangement, competitive benefits, and the chance to work in the blockchain industry.

Role DNA

Job Complexity

Easy Hard

AI Insight The role requires language fluency in Croatian and English, plus AI and crypto knowledge, but is a customer service position with clear responsibilities, making it moderately challenging.

Salary Analysis

AI Insight The offered salary is not specified, but for a customer service role with language skills and crypto knowledge, the market median is around $45,000. This is competitive for remote positions.

Key Skills

Customer Service Croatian English Cryptocurrency Blockchain Live Chat AI Tools Problem Solving Communication Remote Work

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my interest in the Customer Service Representative position at Binance. With over two years of experience in customer support and fluency in Croatian and English, I am confident in my ability to deliver exceptional service to your global user base. My strong IT skills and understanding of AI-powered tools align with the requirements of this role.

I have successfully handled high-volume live chat and ticket systems, resolved complex customer issues, and contributed to improving support workflows. My knowledge of cryptocurrency and blockchain technology will allow me to provide accurate and timely information to your users.

I am excited about the opportunity to join Binance’s innovative team and contribute to its mission of advancing financial freedom. Thank you for considering my application.

Sincerely,
[Your Name]

Possible Interview Questions

How would you handle a customer who is frustrated about a delayed transaction on the exchange?

I would first apologize and empathize with the customer, then investigate the transaction details using the ticketing system. I would provide a clear explanation of the delay and the expected resolution time, and follow up to ensure the issue is resolved.

Describe your experience with AI-powered chatbots or tools in a customer service context.

In my previous role, I used an AI chatbot to handle common queries, which reduced response time by 30%. I also participated in testing and providing feedback on bot responses to improve accuracy.

How do you prioritize tasks when handling multiple live chats and tickets simultaneously?

I prioritize based on urgency and complexity, using a triage system. For example, account security issues are addressed immediately, while general inquiries are handled in order. I also use time management techniques like batching similar tasks.

Can you explain a time you turned a negative customer experience into a positive one?

A customer was unhappy about a withdrawal limit. I explained the security reasons, offered a temporary increase, and guided them through verification. They appreciated the solution and left positive feedback.

What do you know about Binance and the cryptocurrency market?

Binance is the largest crypto exchange by volume, offering a wide range of services. I follow market trends, understand blockchain basics, and have traded cryptocurrencies personally, which gives me insight into user needs.

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.

Join Binance’s Customer Service team and be a part of a client-facing business function where exceptional support is our priority. We aim to create a platform where users receive top-quality assistance with fast response times and accurate information. Our support is provided via ticketing systems and live chat, handling customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform. We seek empathetic, communicative, and problem-solving individuals who can advocate for our customers and gather valuable feedback. Join us and help ensure exceptional service standards and high customer satisfaction.

Responsibilities

Handle high volumes of live chat and support tickets across assigned language queues
Identify and evaluate customers’ needs to deliver satisfaction and timely resolution
Provide accurate, valid, and comprehensive information on platform features, products, and processes
Manage complaints, provide proper solutions and options within time limits, and follow up to secure resolution
Follow communication procedures, guidelines, and policies
Support feedback collection for workflow and product improvements, including AI bot performance, SOPs, and internal tools
Participate in the validation and testing of AI bots, automation workflows, tools, and SOPs as needed
Go the extra mile to engage customers and deliver a best-in-class experience
Perform other tasks as assigned by team leaders

Requirements

1+ years experience of proven customer facing experience or experience as a customer service representative
Strong IT proficiency and ability to handle moderately technical customer queries
Exceptional written communication skills and active listening ability
Ability to multi-task, prioritize, and manage time effectively
Basic understanding of AI concepts and familiarity with AI-powered tools or chatbots (required)
Hands-on experience with bot validation, testing, or SOP/tool quality review is a plus
Knowledge of the cryptocurrency/blockchain field is a strong advantage
Fluent in English and Croatian
Willing to work weekends and irregular hours which will include night shifts

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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