Customer Support Analyst

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