Customer Service Representative (Italian & English)

Remote from: Portugal
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: 12 Jun 2026
Apply before: 12 Jul 2026
Experience level: Entry-Level
Junior
Views / Applies: 15 / 4

About company

About Binance

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

Financial Services
2017

Actively Hiring

AI Summary

This role involves providing exceptional customer support via live chat and phone calls for Binance, the world's leading cryptocurrency exchange. You will handle inquiries, complaints, and identification approvals while ensuring fast response times and accurate information. The position requires fluency in Italian and English, 1+ years of customer service experience, and the ability to work irregular hours including night shifts. Cryptocurrency knowledge is a plus. The role is remote and offers a competitive salary and benefits.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires 1+ years experience and language fluency, but follows established procedures, making it moderately easy for experienced CSRs.

Salary Analysis

AI Insight The offered salary is not specified, but based on US market data for customer service representatives, the median is around $37,500. With the added language requirement, a competitive range would be $35,000-$45,000.

Key Skills

Customer Service Italian Language English Language Live Chat Support Phone Support Complaint Resolution Cryptocurrency Blockchain Multitasking Problem Solving

Cover Letter Sample

Dear Hiring Manager,

I am writing to apply for the Customer Service Representative position at Binance. With over two years of experience in high-volume customer support and fluency in both Italian and English, I am confident in my ability to provide the exceptional service your users deserve. I have a strong track record of resolving complex issues efficiently while maintaining a positive and empathetic tone.

My background includes handling live chat and phone support in fast-paced environments, and I am comfortable working night shifts and weekends. I am also familiar with cryptocurrency basics and eager to deepen my knowledge in the blockchain space. I am drawn to Binance's mission of advancing financial freedom and would be thrilled to contribute to your world-class support team.

Thank you for considering my application. I look forward to the opportunity to discuss how my skills align with your needs.

Sincerely,
[Your Name]

Possible Interview Questions

How would you handle an irate customer who is frustrated about a delayed transaction?

I would first listen actively to the customer's complaint without interrupting, then apologize for the delay and assure them that I will do my best to resolve the issue. I would check the transaction status, provide an estimated resolution time, and follow up to confirm it was resolved.

Can you describe a time you had to explain a complex technical concept to a non-technical customer?

In my previous role, I often explained blockchain transactions to new users. I used simple analogies, like comparing a transaction to a digital receipt, and avoided jargon. I also offered to send a step-by-step guide via email for their reference.

Why are you interested in working in the cryptocurrency industry?

I am fascinated by the potential of blockchain technology to create a more inclusive financial system. I have been following Binance's innovations and appreciate the company's commitment to security and user transparency. I am eager to be part of this transformative industry.

Our support team works rotational shifts including night shifts. How do you maintain productivity during irregular hours?

I have experience working night shifts in previous customer service roles. I maintain a consistent sleep schedule, use caffeine strategically, and ensure my workspace is well-lit and comfortable. I also take short breaks to stay alert.

How do you prioritize multiple customer queries simultaneously?

I quickly assess the urgency and complexity of each query. For example, if a customer reports a security issue, I handle it immediately. For less urgent requests, I acknowledge the customer and set expectations for my response time. I use a ticketing system to track all open cases.

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 amounts of live chat and phone calls
Identify and evaluate customers’ needs to deliver satisfaction
Provide accurate, valid and comprehensive information
Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
Follow communication procedures, guidelines, and policies
Go the extra mile to engage customers

Requirements

1+ years experience of proven customer facing experience or experience as a customer service representative
Fluency in English and Italian is required to be able to coordinate with overseas partners and stakeholders
Willing to work weekends and irregular hours which will include night shifts
Strong ability in using IT for professional use and can handle somewhat technical queries from customers
Exceptional written communication skill and a good listener
Ability to multi-task, prioritise, and control time effectively
Knowledge of the cryptocurrency/blockchain field is a big plus
Multi-lingual capability is a big plus

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.

By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice.

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