Dispute Analyst - P2P at Binance

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Nairobi On-site Full-time Mid Level

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Job Details

Status: Active
Category: Customer Support
Posted: May 4, 2026
Expires: Aug 2, 2026
Work style: On-site

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About the Role

Responsibilities

As the frontlines of the P2P market, you and the team will arbitrate customer disputes professionally

Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity

Create a culture and processes which achieve the business goals and objectives with regards to customer service

Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholder and peers

Act as the Voice of the Customer across the organization

Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities

Ensure customer and complainant surveys are carried out continuously in order to produce timely, up-to-date information about customer experience across all areas of the business

Ensure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized

Requirements

1+ years experience of proven customer facing experience or experience as a customer service representative

Strong ability in IT for professional use and can handle somewhat technical queries from customers

Exceptional written communication skills and a good listener

Ability to multitask, prioritise, and control time effectively

Knowledge of blockchain, crypto, and P2P payments is a big plus

Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.

Willing to work weekends and irregular hours which will include night shifts

A Binance P2P user is highly preferred

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This job accepts direct applications - no recruiter in between. Posted May 4, 2026.

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