Customer Service

? Customer Support Specialist

Company: Binance

Location: Remote / Global

Duration: June 2022 – May 2024

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️ Job Description:

As a Customer Support Specialist at Binance, the world’s leading cryptocurrency exchange, I was responsible for delivering high-quality support to millions of global users across various platforms including web, mobile, and desktop.

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Key Responsibilities:

️ Responded to customer inquiries via live chat, email, and ticketing system, maintaining an average response time under 1 minute.

️ Handled account verification (KYC/AML), security issues, and transaction troubleshooting with precision and confidentiality.

Assisted users with buying/selling crypto, wallet operations, deposits/withdrawals, and understanding Binance features.

Resolved complex technical issues by collaborating with internal engineering and product teams.

Logged user feedback and bugs to help improve platform performance and user experience.

Provided multilingual support and adapted communication based on user's technical expertise and language.

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Achievements:

⭐ Achieved a 96% customer satisfaction rating consistently for 12+ months.

Reduced ticket resolution time by 35% through internal documentation and process optimization.

? Trained 5+ junior support agents and contributed to the development of Binance’s internal knowledge base.

Contributed to the launch of new support automation tools which reduced user wait time by 50%.

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Skills Used:

Zendesk, Intercom, Freshdesk

KYC/AML tools (SumSub, Jumio)

Customer empathy and conflict resolution

Basic blockchain knowledge & crypto transactions

Strong written communication in English and Arabic