Job Details

Dispute Analyst – P2P

Customer Success

Job Description

Job Title:

Dispute Analyst – P2P

Location: Amsterdam, Netherlands

Work Type: Full-time

Work Arrangement: Remote

Company Overview:

Binance is the world's largest cryptocurrency exchange by trading volume, with over 280 million users across 100+ countries. Their ecosystem includes trading, finance, education, research, payments, Web3, and more. The mission: advance financial freedom through digital assets.

Role Overview:

You will be on the front lines of Binance’s P2P (peer-to-peer) marketplace, resolving disputes, investigating fraud, and improving the user experience. This is a customer-facing, investigative and analytical support role.

Key Responsibilities:

Arbitrate P2P customer disputes with professionalism and objectivity
Investigate trading activity and take action to maintain marketplace safety
Use customer insights and root cause analysis to recommend improvements
Represent the Voice of the Customer across teams
Conduct ongoing customer and complaint surveys
Document and share learnings from user complaints
Coach and develop team practices to raise service standards

Requirements:

1+ year of customer-facing experience, ideally in dispute resolution or support
Strong general IT literacy and ability to understand technical customer queries
Exceptional written communication and active listening skills
Strong multitasking and time management abilities
Understanding of blockchain, crypto, and P2P payments is a major plus
Fluent in English; additional languages are a bonus
Willingness to work irregular hours, including weekends and night shifts
Being a Binance P2P user is highly preferred