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For Patrick, Customer Service Shift Leader on the P2P Team, being user-focused means protecting people behind every case. Early in his career, he supported complex scam-related appeals, often going beyond his shift to ensure users felt heard. In one case, he collaborated with Compliance to better understand scam patterns and coordinated on an appeal that required law enforcement involvement. His persistence helped the case get the attention it needed and contributed to safeguards for future users. That experience cemented his approach: users always come first. Today, Patrick mentors agents to treat every issue with urgency and empathy, reminding them that behind each chat is someone placing their trust in Binance. “Being user-focused is more than solving problems,” he says. “It’s about keeping people safe and earning their trust every step of the way.” Exchange the world with Binance: binance.com/en/careers
As Customer Service Process Specialist, Sofia found that AI didn’t replace her thinking, it gave her more room to think. By introducing tools like Hexa AI to handle repetitive, high-volume data review, she freed her team from hours of manual work. This shift wasn’t something she achieved alone. She collaborated closely with AI specialists, learning the art of crafting clear, precise prompts so the AI could interpret questions accurately and return useful results. Together, they refined workflows, tested solutions, and identified new ways to boost efficiency. The result was a team able to move faster, generate smarter insights, and dedicate more time to strategic and creative problem-solving. For Sofia, collaboration isn’t just about working well with people, it’s about working in harmony with technology, using both to push the limits of what a team can achieve. Exchange the world with Binance: binance.com/en/careers
Competition can sharpen your edge, or cut too deep. Chief Marketing Officer, Rachel, believes the difference lies in how you frame it. “I’m in competition with myself all the time,” she says. “But it has to be healthy.” For her, internal competition should feel like sportsmanship - motivating, not divisive. “It should push you to evaluate yourself and get better, not tear others down or withhold information.” Toxic rivalry erodes trust. Healthy challenge builds it. At Binance, where high standards and fast pace are part of the culture, Rachel helps set the tone: challenge is welcome, but it must come with respect and collaboration. That balance is what keeps teams both sharp and united. Exchange the world with Binance: binance.com/en/careers
Angela, Customer Service Quality Assurance Specialist, treats collaboration as the fastest path to better decisions. When she gets stuck during a case review, she doesn’t grind alone. Instead, she brings in peers and leaders for quick calibration and goes straight to the relevant point of contact to align on next steps. These short, focused huddles cut back-and-forth, prevent rework, and boost efficiency across projects. Angela also makes learning collaborative: she joins training sessions within and beyond her business unit, then connects with peers who want to upskills so they can learn together and apply new practices faster. The effect is practical: faster decisions, fewer loops, and outcomes that hold up under scrutiny. For Angela, work is aligned action - ask early, align fast, and deliver results. Exchange the world with Binance: binance.com/en/careers
Meet Mateo, a CS Tools Optimisation Specialist. Mateo turns everyday hurdles into smooth experiences. He implemented a follow-up timer so cases can be reassigned automatically after a set period, ensuring users get timely updates without needing to write in chat. He also integrated in-product surveys that increased agent feedback, giving a clearer signal on what to improve next. Translation workflows were upgraded so multilingual replies arrive faster and with better accuracy, and AI now flags genuine questions on social channels so teams can respond sooner. Mateo prioritizes ideas with clear return, ships them in small, testable steps, and refines based on what he learns. The result for users is straightforward: quicker updates, fewer repeat contacts, and conversations that feel seamless from first message to resolution. Exchange the world with Binance: binance.com/en/careers
Ayden, a Compliance Analyst on the KYB team, sees collaboration as the foundation of meaningful work. He handles high-priority client reviews under evolving regulations, where clear communication and trusted partnerships reduce risk and keep work moving. When a new monitoring tool was introduced, he underestimated the learning curve, slowing the team down. He responded by setting up short, focused sessions so the team could learn the system together. The result was greater efficiency, unity and renewed confidence within the team. Over time, Ayden has learned that collaboration fuels both growth and results. “When you create space for others to contribute, you build confidence in yourself and the team,” he says. That openness and shared accountability now guide his work: align early, learn fast, and move together. Exchange the world with Binance: binance.com/en/careers
Irina, Talent Acquisition Specialist, hires with candidates in mind: clear steps, timely updates, and fair evaluation. To make Customer Service hiring faster and more consistent, she proposed and co-created a single, easy-to-use guide that brings all the essentials into one place: role details, process steps, training timelines, and local requirements. Recruiters get reliable information quickly, so candidates get consistent answers and a smoother journey. She also led an update to the Customer Service interview approach with stakeholders: competency checklists, sample questions, example answers, refreshed feedback forms, and a simple scoring system that evaluates both skills and culture fit at the center. After training 100+ colleagues, the team now has a strong cohort applying a single standard across interviews, raising hiring quality and improving the candidate experience. “The real impact shows when candidates have a great experience throughout the hiring process and leaders see smarter hiring decisions,” Irina says. Exchange the world with Binance: binance.com/en/careers
Daniel, Investigator on the Special Investigations Team, defines collaboration as turning complex challenges into shared victories. A few months ago, law enforcement reached out for help with a kidnapping ransom case. Working closely with his team, Daniel traced the ransom money, coordinating around the clock to act on every lead. Their joint effort uncovered a hidden criminal network, contributed to multiple arrests, and blocked 90% of the ransom payments. Most importantly, the victim is safe. “I learned that high pressure brings out our best; by responding quickly, embracing change, and working as one team, we can achieve success even in the toughest situations,” Daniel explains, highlighting how collaboration amplifies impact when it matters most. "
As Technical Accounting Director, Mark develops Binance’s accounting policies in accordance with International Financial Reporting Standards (IFRS) and supports the Group’s audit readiness. For Mark, freedom empowers the accounting team to make clear decisions, seek internal alignment, and take accountability. “As accountants, we’re the guardians of economic reality,” he says. As standard setters are still developing useful frameworks for crypto assets, Mark applies professional judgment to new products and complex transactions so financial reports stay transparent and reliable. He studies first, then translates complexity into plain language, designs practical training, and explains why policy choices stand up to scrutiny. By documenting decisions, inviting feedback, and updating guidance as facts evolve, he shows what Freedom means at Binance: informed, principles-based judgment exercised responsibly, with transparency and ownership that keep the organization accurate, ethical, and compliant. Exchange the world with Binance: binance.com/en/careers
Parker, Investigator on the Risk Operations team, defines being hardcore through disciplined, detail-first execution in case investigations. To strengthen how historical cases were tracked, he learned the case-archiving system, organized past records, and provided workflow guidance so colleagues could document consistently. One standout example: he connected multiple related investigations, helping to identify suspect accounts. The strengthened archive now supports deeper inquiries, faster follow-ups, and clear documentation the team can rely on. For Parker, hardcore means doing the precise work every time: trace, organize, and connect, so users are protected and decisions hold up under scrutiny. Exchange the world with Binance: binance.com/en/careers
