Onboarding Operations Analyst

Summary

Join Bitso as an Onboarding Operations Analyst and support the customer registration and onboarding process within Bitso Business. You will manage the workflow for account registration, ensuring efficiency and compliance while contributing to strategic improvements. Your insights will be key in enabling Bitso Business accounts to become fully operational. You will collaborate cross-functionally to optimize workflows and streamline processes. You will also assist customers with account access issues, 2FA resets, and data updates. This role reports to the Onboarding Operations Lead and requires 2+ years of experience in a similar role.

Requirements

• 2+ years of experience in an Operations Analyst or similar role
• Strong analytical skills and experience with ticket service tools (e.g., Jira, Zendesk)
• Ability to identify inefficiencies and propose effective solutions to improve processes
• Experience tracking threads and customer requests via Slack or email
• Capability and great communications skills to manage support meetings with customers when necessary
• Experience in working with cross-functional teams and managing multiple stakeholders
• Excellent organizational, communication, and time management skills
• Ability to adapt in a fast-paced environment and work with evolving priorities

Responsibilities

• Review and process customer applications for Bitso Business accounts, ensuring all required documents are submitted and validated
• Identify inefficiencies in the onboarding process and suggest improvements
• Work with tech teams to automate manual processes for faster customer activation
• Coordinate with Compliance, Risk, and Tech teams to resolve onboarding issues
• Ensure seamless communication between internal teams to accelerate approvals
• Assist customers with onboarding-related questions and troubleshoot registration issues
• Provide guidance on documentation requirements and eligibility criteria
• Track key onboarding metrics such as approval rates, processing times, and bottlenecks
• Provide insights to improve efficiency and enhance customer experience
• Proactively identify areas for enhancement and contribute to operational strategies
• Give support after the account onboarding, with issues related to the accounts access, the activation of new products, data updates…

Preferred Qualifications

Knowledge of the cryptocurrency or fintech industry is a plus

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