Customer Support Analyst

Summary

Join Bitso's Customer Support team as a key partner in providing world-class support to our users. You will own the end-to-end customer process, working across various departments and utilizing different digital channels. This role requires 6 months to 1+ years of experience in customer support, strong communication skills, and fluency in English, Spanish, and Portuguese. You will be responsible for responding to customer requests, communicating with stakeholders, and escalating issues as needed. Bitso offers a remote-first work environment, unlimited paid time off, employee stock options, and various other benefits.

Requirements

• 6 months to 1+ years of experience as Customer Support Agent, Customer service Agent
• Passion & love for the customer service industry
• Willing to adapt to different working schedules, flexibility, an ability to work under pressure and handle different client cases
• Strong communication skills, experience in direct or digital contact with clients
• Experience with different channels of support, including voice, e-mail, social and/or chat
• Communication skills in order to operate across multiple departments, communication within different stakeholders
• Currently living in Brazil or Mexico
• Proven English, Spanish and Portuguese fluency

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• 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
• Volunteering days
• Monthly stipend for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment and more