Message to Binance.US Community, From CEO Brian Shroder

To the millions of customers who use and love Binance.US each and every day, thank you for your trust and loyalty!

Dear Binance.US Community,

I want to introduce myself: my name is Brian Shroder and I am the new CEO of Binance.US. A little background on me: I am not a fan of being in the spotlight; I dislike social media; and my worst nightmare is seeing or hearing myself on TV. I much prefer to be the man working hard behind the scenes to get shit done for the business and make our customers happy. To that end, the ‘North Star’ principle that has guided me throughout my career is putting customers first.

In the month I’ve been CEO, I’ve learned a lot about Binance.US and our community of customers. This is an incredible company with a dedicated workforce that built a successful business in a short period of time. We have the best technology and lowest fees in the industry, and because of that, we have a lot of loyal and passionate users. To the millions of customers who use and love Binance.US each and every day, thank you for your trust and loyalty!

However, to the customers we have failed or let down (e.g. it took too long to be onboarded to our platform; we didn’t answer your customer support ticket fast enough; we didn’t explain ourselves as clearly as we could have): I hear you, and I sincerely apologize for our shortcoming. I promise, we will stay focused on constant improvement and delivering a better experience for you in the future.

Going forward, our organization will be even more customer-centric, and we have already begun to take clear and meaningful steps in that direction. We have a lot of work to do to live up to the high degree of customer service that I want Binance.US to be known for, but the team and I are willing to put in the work to earn your trust.

As we embark on this journey to make Binance.US the crypto exchange of choice for all US users, I am asking you a favor: please provide us the valuable feedback we need to get better. We have an incredibly talented and growing team at Binance.US (we just officially crossed the 200 full-time employees mark!) and we are all committed to fixing what is broken while retaining what makes us special.

We will continue to keep you all updated on our progress, and I expect to make a few exciting announcements in the coming days, weeks, and months. Again, we are committed to putting our customers first. We aim to provide the best user experience, the highest level of service, and the right mix of products and services to meet our retail and institutional customers’ needs.

Thank you again for your patience and ultimately, your support and loyalty; you are our number one priority!

Brian Shroder

CEO, Binance.US

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