Customer Support Analyst

Working At Bitso

We are a diverse team that takes pride in understanding the perspectives of others. We fully embrace working remotely and we are eager to act, improve and accelerate progress inside and outside of our organization.

To drive revolutionary changes in society and make crypto useful, we delight our customers with world-class products, deep care, and intentional empathy.

Your Purpose

Customer Support is a strategic and important area in Bitso. We want our platform to be a place where our users feel supported in terms of time, quality, and experience. And that’s why the Customer Support Agent role is a key partner in making things happen, proactively looking for solutions, and bringing new ideas to the table. This role will own the end-to-end customer process and will work across different areas such as Compliance, Engineering, Fraud, and Platform while using different digital channels and a ticketing system that will include customer queries, complaints, and account verifications.

Reports To

Customer Support Supervisor

Who You Are

• Proven English, Spanish and Portuguese .

• Located in México, Colombia, Argentina or Brazil.

• Passion & love for the customer service industry.

• 6 months to 1+ years of experience as a Customer Support Agent / Customer Service Agent.

• Willing to adapt to different working schedules, flexibility, and ability to work under pressure and handling different types of cases.

• Strong communication skills, experience in direct or digital contact with clients.

• Experience with different channels of support, including voice, e-mail, calls, and/or chat.

• Experience with Zendesk

• Our culture is built on honesty, integrity, and professional diligence. We value proactive team players who take full ownership of their responsibilities.

• The ideal candidate possesses the interpersonal agility required to communicate effectively with various stakeholders and cross-functional teams.

• Being a Bitso fan is always a great plus to us!

• Able to work from 6am to 3pm MEX / 7am to 4pm COL /9am to 6pm BRA

What You Will Do

• Receive and respond to all incoming requests through support channels.

• Provide the first response to all requests within the service level agreement (SLA) response times.

• Communicate with internal and external stakeholders in an effective and empathetic manner.

• Compile the necessary requirements of the user according to the client’s request.

• Scale the client’s requests to the operations team with the necessary requirements.

• Document and alert the team of sudden problems (based on user reports) in the internal messaging software.

• Work with customer advocacy to operationalize and standardize new and existing policies, processes, and procedures.

• Be flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.

• Set a high bar for support analysts within the organization by setting an example through performance and work ethic.

• Positive attitude when tackling different volumes of workload and highly available.

Who We Are

With over 9 million users, Bitso is the leading cryptocurrency platform in Latin America. We are developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto is the future of finance, and we’re committed to making it useful by providing equal access to safe and intuitive financial products.

When we hire people for our team, we specifically test for the following traits in addition to our cultural values:

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Mission-Driven: We seek individuals who are passionate about crypto and Bitso’s mission and resilient in facing industry challenges

•
High Sense of Urgency: We prioritize candidates who demonstrate a high sense of urgency and responsibility.

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Exceptional Hard Skills: We seek individuals who possess exceptional skills in their respective fields, with no room for mediocrity.

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Self-Management: We look for individuals who can independently manage their work, career, and professional development.

Compensation & Benefits

At Bitso, you are taking the front seat on the edge of crypto innovation, creating the next generation of crypto-powered products.

So for those willing to commit, adapt and pioneer the most important change of the century we offer:

• Me Time program, including unlimited paid time off.

• Remote-first work environment.

• Employee Stock Option program.

• Zero trading fees through our Bitso Alpha app.

• Extended Family Leave Policy: all birthing parents, non-birthing parents and adopting parents are eligible for a 4-months leave.

• Premium health, dental and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil and Argentina.

Want to leave an undoubtedly legacy with us? Fasten your seatbelt and join this spaceship, where you will find exponential growth and the opportunity to thrive!

• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

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