Onboarding Operations Analyst

Your Purpose 

As an Onboarding Operations Analyst, you will be responsible for supporting the customers  registration and onboarding process within Bitso Business. You will actively manage the workflow for account registration, ensuring efficiency and compliance while contributing to strategic improvements that enhance scalability. Your insights will play a key role in enabling Bitso Business accounts to become fully operational. Collaborating cross-functionally, you will optimize workflows, streamline processes, and ensure the seamless execution of daily operations. Your role will be essential in identifying bottlenecks, improving system performance, and driving continuous enhancements across our platform.

Also, you are going to be responsible to give support to customers with issues related with access to their  accounts, 2FA reset, data updates and so on.

Reports To

Onboarding Operations Lead

Who You Are 

• 2+ years of experience in an Operations Analyst or similar role.
• Strong analytical skills and experience with ticket service tools (e.g., Jira, Zendesk).
• Ability to identify inefficiencies and propose effective solutions to improve processes.
• Experience tracking threads and customer requests via Slack or email
• Capability and great communications skills to manage support meetings with customers when necessary.
• Experience in working with cross-functional teams and managing multiple stakeholders.
• Knowledge of the cryptocurrency or fintech industry is a plus.
• Excellent organizational, communication, and time management skills.
• Ability to adapt in a fast-paced environment and work with evolving priorities.

What You Will Do 

• Review and process customer applications for Bitso Business accounts, ensuring all required documents are submitted and validated.
• Identify inefficiencies in the onboarding process and suggest improvements.
• Work with tech teams to automate manual processes for faster customer activation.
• Coordinate with Compliance, Risk, and Tech teams to resolve onboarding issues.
• Ensure seamless communication between internal teams to accelerate approvals.
• Assist customers with onboarding-related questions and troubleshoot registration issues.
• Provide guidance on documentation requirements and eligibility criteria.
• Track key onboarding metrics such as approval rates, processing times, and bottlenecks.
• Provide insights to improve efficiency and enhance customer experience.
• Proactively identify areas for enhancement and contribute to operational strategies.
• Give support after the account onboarding,  with issues related to the accounts access, the activation of new products, data updates…

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.

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