Web3 Customer Support Jobs in Mexico, LATAM

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.

Binance’s Risk team is seeking an experienced Risk Operations Specialist to implement effective risk strategies for the Binance platform and its users. You will be responsible for reviewing a range of predetermined fraudulent, email, and SMS alerts, as well as service requests, to determine whether recent account activity may be fraudulent in nature.

You will carry out investigations using multiple resources, including customer contact, reviewing account activity, assessing account ratings, phone number matching, IP searches, and various online tools. Risk Operations Specialists are customer-focused and aim to enhance customers’ understanding of our account processes. At the same time, you will educate customers on maintaining account security and work to prevent losses for both the company and its users.

You will be responsible for reviewing documentation, analysing data, and making timely decisions on whether to verify the authenticity of transactions and/or activities. Throughout this process, you may need to communicate with customers to request additional information or to notify them of outcomes.

A Risk Operations Specialist is organised, efficient, and motivated, demonstrates strong analytical skills, adapts well to change, and thrives in a collaborative team environment.

This position will operate in alignment with US timezone.

Responsibilities

• Review assigned account queues to assess the legitimacy of accounts and account holders, evaluate associated risks, and ensure appropriate restriction or dismissal decisions are made for each account reviewed (60%).
• Contact account holders to verify account activity, investigate concerns, and mitigate potential losses (10%).
• Continuously monitor cases and reports to identify emerging trends, and communicate relevant findings and insights to management (10%).
• Monitor account activity to detect unusual or suspicious behavior and take appropriate action to prevent fraudulent or unauthorized transactions (20%).

Requirements

• Minimum of 3–5 years of proven experience in high-risk, rule-based, or process-driven environments, preferably within financial services, fraud prevention, risk management, or compliance.
• Strong analytical and investigative skills, with the ability to identify patterns, anomalies, and potential risks within transaction data.
• Hands-on experience conducting KYC (Know Your Customer), KYB (Know Your Business), and transaction-related investigations.
• Excellent written communication skills, with the ability to produce clear, concise, and well-supported case documentation and recommendations.
• Proven ability to make sound judgment calls and risk-based decisions in ambiguous situations while working with minimal supervision.
• Demonstrated ability to maintain a high level of accuracy, consistency, and attention to detail while performing effectively under pressure and managing competing priorities.
• Working knowledge of AML (Anti-Money Laundering) regulations, compliance requirements, and transaction monitoring best practices.
• Flexible and willing to support weekend coverage as part of a team operating on a 7-day schedule.

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.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.