Tech Customer Support Analyst

Summary

Join Bitso as a Tech Customer Support Analyst and support the API integration and operation of our Business customers. You will analyze operational data, troubleshoot, automate manual processes, and contribute to strategic improvements. Your insights will inform key business decisions, and you will collaborate cross-functionally to optimize workflows and resolve technical challenges. This crucial role involves identifying bottlenecks, improving system performance, and driving continuous enhancements across our business platform. You'll report to the Business Operations Manager and work in a remote-first environment. Bitso offers a competitive compensation and benefits package, including unlimited paid time off and extended family leave.

Requirements

• Proven English fluency
• 2+ years of experience in a Tech Customer Support or similar role
• Knowledge of API integration, technical documentation and data analysis tools (e.g., Excel, SQL)
• Ability to identify inefficiencies and propose effective solutions to improve processes
• 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

• Day-to-day management of technical support and operations monitoring to ensure peg mechanism enforcement
• Work with Product and Engineering to identify and resolve operational bottlenecks, and recommend improvements and automations
• Customer API integrations support in staging and production to ensure smooth daily operations
• Internal systems and supervision management to ensure efficient operational flows
• Incident and bug escalation and identification to Engineering, with follow-up to resolution
• Key contributor to enhancing B2B integration processes for accuracy, error prevention, and operational integrity
• Customer operational issue troubleshooting and resolution to ensure seamless, efficient, and high-quality service
• Collaboration with cross-functional teams to identify and eliminate process inefficiencies
• Resolution support for transactional issues and operational challenges
• New tool, system, and process implementation support to streamline operations
• Process improvement identification and implementation assistance
• Recommendations to improve operational workflows, scalability, and overall efficiency

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