Customer Support Analyst

Your Purpose

Customer Support is a strategic and important area in Bitso. We want our platform to be a place where our users feel supported in terms of time, quality, and experience. And that’s why the Customer Support Agent 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 process and will work across different areas such as Compliance, Engineering, Fraud, and Platform while using different digital channels and a ticketing system that will include customer queries, complaints, and account verifications.

Reports To

Customer Support Supervisor

Who You Are

• 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.
• We value honesty, integrity, proactive and meticulous people. With a great sense of responsibility and teamwork spirit.
• Communication skills in order to operate across multiple departments, communication within different stakeholders.
• 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.
• Being a Bitso fan is always a great plus to 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 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.
• Positive attitude when tackling different volumes of workload and highly available.

Research in Diversity, Equity, and Inclusion suggests that individuals may hesitate to apply for jobs if they do not meet all the listed criteria. At Bitso, we value diversity and your unique strengths could be just what we're looking for. If this role excites you but you don't match every point in the description, we still want to hear from you.