About the job
Working At Bitso
We are a diverse team that takes pride in understanding the perspectives of others. We fully embrace working remotely and we are eager to act, improve and accelerate progress inside and outside of our organization.
To drive revolutionary changes in society and make crypto useful, we delight our customers with world-class products, deep care, and intentional empathy.
Your Purpose
Customer Support is a strategic and vital area in Bitso. We want our platform to be where our users feel supported regarding time, quality, and experience. And that’s why the Customer Support & KYC Analyst role is a key partner in making things happen, proactively looking for solutions, and bringing new ideas to the table.
This role will own the end-to-end customer and KYC processes. It will work across different areas such as Compliance, Engineering, Fraud, and Platform while using different digital channels and a ticketing system including customer queries, complaints, and account verifications.
Also, reviews new and existing customers’ profiles and risk attributes. They must be the gatekeepers and auditors of account opening processes, ensuring new customers are compliant and customers have their accounts enabled and configured according to their risk profiles.
Reports To
KYC Manager
Who You Are
Failure to meet any of the following required qualifications could result in an automatic rejection.
Customer-centric and passionate about providing a world-class customer experience
6 months to 1+ years of experience as Customer Support, KYC Agent, or Customer Service Agent.
Willing to adapt to different working schedules, flexibility, and ability to handle multiple client cases
Strong communication skills and experience in direct or digital contact with clients.
We value honesty, integrity, and proactive and meticulous people. With a great sense of responsibility and teamwork spirit.
Be flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
Critical thinking mind with a keen eye for complex problem solving
Ability to spot issues, address conflicts and escalate when appropriate
Ability to work independently and manage multiple priorities
English language proficiency and native Spanish
Being a Bitso fan is a great plus for us!
What You Will Do
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 requirements of the user according to the client’s request.
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.
Set a high bar for support analysts by setting an example through performance and work ethic.
Act as an SME for the onboarding process
Review and validate the user’s documentation
Provide detailed account setup walkthrough and be able to troubleshoot issues during the onboarding process.
Identify and escalate risk components such as AML or Fraud concerns.
Who We Are
With over 7 million users, Bitso is the leading cryptocurrency platform in Latin America. We are developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto is the future of finance, and we’re committed to making it useful by providing equal access to safe and intuitive financial products.
We are here to make a lasting impact on our customer’s lives and we do so by embracing our core values:
Be Human: we delight our customers through great products, deep care and true empathy. We are humble and we take pride in understanding the views of others to help us see the full picture.
Drive Change: we’re fearless pioneers committed to unlocking the crypto revolution for humanity. We move fast, take risks and work together to drive lasting impact.
Choose Bold Honesty: we seek the truth, especially when it’s uncomfortable, in our teams, products and business reality because that will uncover where we need to focus.
Be An Owner: our sense of urgency makes us have a bias towards action, where we prioritize exceptionally and are wise in allocating our time to ensure we always deliver creative and innovative results.
Learn more about our culture and values.
Compensation & Benefits
At Bitso, you are taking the front seat on the edge of crypto innovation, creating the next generation of crypto-powered products.
So for those willing to commit, adapt and pioneer the most important change of the century we offer:
Me Time program, including unlimited paid time off.
Remote-first work environment.
Employee Stock Option program.
Zero trading fees through our Bitso 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, Brazil and Argentina.
Mental wellness platform.
Volunteering days.
Subsidized caregiving for children, adults or pets.
Monthly stipend for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment and more.
Want to leave an undoubtedly legacy with us? Fasten your seatbelt and join this spaceship, where you will find exponential growth and the opportunity to thrive!
These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
This role is expected to work remotely.
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