Customer Support Analyst - Remote Cryptocurrency Role

About the Role

We are hiring a Customer Support Analyst to join our dynamic team at Bitso, a leading cryptocurrency platform in Latin America. This Customer Support Analyst role is fully remote, allowing you to work from anywhere in Latin America. You will play a crucial role in ensuring our users feel supported and valued. Your primary responsibility will be to manage customer inquiries and provide exceptional service, making this position vital for our mission of making crypto useful for everyone.

What You'll Do

• Receive and respond to all incoming requests through various support channels.
• Provide timely responses to customer inquiries, adhering to service level agreements (SLAs).
• Communicate effectively and empathetically with both internal and external stakeholders.
• Compile necessary information from users to address their requests efficiently.
• Document and report any sudden issues based on user feedback to the operations team.
• Collaborate with customer advocacy to standardize policies and procedures.
• Adapt to the evolving needs of a fast-paced organization and set a high standard for support analysts.
• Maintain a positive attitude while managing varying workloads.

Requirements

• Proven proficiency in English, Spanish, and Portuguese.
• Located in Mexico, Colombia, Argentina, or Brazil.
• 6 months to 1+ years of experience as a Customer Support Agent.
• Strong communication skills and experience in direct or digital client interactions.
• Familiarity with support channels including voice, email, and chat.
• Experience using Zendesk or similar ticketing systems.
• Ability to work flexible hours and adapt to different schedules.
• Passion for customer service and a proactive approach to problem-solving.

Nice to Have

• Knowledge of cryptocurrency and blockchain technology.
• Experience in a high-growth startup environment.
• Familiarity with compliance and operational processes.

What We Offer

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

Join us at Bitso, where you will be part of a mission-driven team that is passionate about cryptocurrency and committed to making a difference in the financial landscape of Latin America. If you are ready to take on this exciting challenge as a Customer Support Analyst, apply now!