Customer Support Analyst
The Customer Support Analyst at Bitso plays a pivotal role in ensuring a seamless user experience on our cryptocurrency platform. As part of the Customer Support team, this position involves direct interaction with users to address inquiries, resolve issues, and provide guidance on platform functionalities. Bitso is a leading cryptocurrency platform in Latin America, committed to making crypto useful by providing equal access to safe and intuitive financial products.
Key responsibilities include receiving and responding to all incoming requests through various support channels, providing timely first responses within established service level agreements, and effectively communicating with both internal and external stakeholders. The role also involves compiling necessary user requirements, escalating client requests to the appropriate operations team, and documenting sudden issues to alert the team promptly. Additionally, the analyst will work with customer advocacy to standardize policies and procedures, adapting to the evolving needs of a high-growth organization.
Candidates should possess full fluency in English, Spanish, and Portuguese, and be located in Mexico, Colombia, Argentina, or Brazil. A passion for the customer service industry is essential, along with 6 months to 1+ years of experience in a customer support role. Flexibility to adapt to different working schedules, strong communication skills, and experience with support channels such as voice, email, and chat are required. Proficiency with Zendesk and the ability to work under pressure while handling various cases are also important.
Bitso offers a comprehensive benefits package, including unlimited paid time off through the Me Time program, a remote-first work environment, an Employee Stock Option program, zero trading fees through the Bitso Alpha app, and extended family leave policies. Premium health, dental, and life insurances are available in multiple countries, along with monthly stipends for wellness and personal development activities.
Joining Bitso means becoming part of a mission-driven team that values honesty, integrity, and professional diligence. The company fosters a culture of proactive ownership and offers opportunities for exponential growth in the rapidly evolving crypto industry. Employees are encouraged to take initiative, collaborate across departments, and contribute to the development of innovative financial products that promote financial inclusion.