Customer Support Analyst

Summary

Join Bitso's Customer Support team and play a key role in providing world-class support to our users. You will be responsible for handling customer inquiries, complaints, and account verifications across various digital channels. This position requires fluency in English, Spanish, and Portuguese, and experience in customer support. You will collaborate with internal teams, including Compliance, Engineering, Fraud, and Platform. Bitso offers a remote-first work environment, unlimited paid time off, and various other benefits. If you are passionate about customer service and the crypto industry, we encourage you to apply.

Requirements

• Proven English, Spanish, and Portuguese fluency
• Currently living in Brazil, Mexico, or Colombia
• 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 the 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

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