Customer Support Analyst - Remote Position at Bitso

About the Role

We're hiring a Customer Support Analyst - Remote to join our dynamic team at Bitso. As a leading cryptocurrency platform in Latin America, we pride ourselves on providing exceptional customer service and support. In this role, you will be instrumental in ensuring that our users receive timely and effective assistance, enhancing their overall experience with our platform.

What You'll Do

• Receive and respond to all incoming requests through various support channels, ensuring a high level of customer satisfaction.
• Provide the first response to all requests within the service level agreement (SLA) response times.
• Communicate effectively and empathetically with internal and external stakeholders.
• Compile necessary requirements from users according to their requests and escalate issues to the operations team as needed.
• Document and alert the team of sudden problems based on user reports using internal messaging software.
• Work with customer advocacy to operationalize and standardize new and existing policies, processes, and procedures.
• Adapt to the evolving needs of a high-growth and fast-paced organization, setting a high bar for support analysts through performance and work ethic.
• Maintain a positive attitude while managing varying workloads and availability.

Requirements

• Proven proficiency in English and Spanish.
• Located in Mexico.
• Passion for the customer service industry with 6 months to 1+ years of experience as a Customer Support Agent or Customer Service Agent.
• Flexibility to adapt to different working schedules and the ability to work under pressure.
• Strong communication skills and experience in direct or digital contact with clients.
• Experience with various support channels, including voice, email, social media, and chat.
• Ability to work collaboratively across multiple departments and communicate effectively with different stakeholders.
• Being a Bitso fan is a plus!

Nice to Have

• Experience in the cryptocurrency or fintech industry.
• Familiarity with ticketing systems and customer support tools.
• Knowledge of compliance and regulatory aspects in the crypto space.

What We Offer

• Unlimited paid time off through our Me Time program.
• A remote-first work environment that promotes flexibility.
• Employee Stock Option program to share in our success.
• Zero trading fees through our Bitso Alpha app.
• Premium health, dental, and life insurance coverage in multiple countries.
• Monthly stipends for gym memberships, relaxation activities, and more.
• Extended Family Leave Policy for all parents.
• Opportunities for professional growth and development.

At Bitso, we believe in the power of diversity and encourage individuals from all backgrounds to apply, even if they do not meet every requirement listed. If this role excites you, we want to hear from you!