Remote Customer Support Analyst
Bitso
📍Remote - Mexico
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Job highlights
Summary
Join Bitso's diverse team as a Customer Support Agent and drive revolutionary changes in society by making crypto useful. This role owns the end-to-end customer process, working across different areas such as Compliance, Engineering, Fraud, and Platform while using digital channels and a ticketing system.
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
- Currently living in México or Argentina. Must be able to work from 11 AM to 8 PM CDMX time if based in Mexico
- Proven English 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
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
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Please let Bitso know you found this job on JobsCollider. Thanks! 🙏