Job description

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

As a Tech Customer Support Analyst at Bitso Business, you will be responsible for supporting the API integration and operation of our Business customers. You will analyze operational data, troubleshoot, and automate manual processes, as well as contribute to strategic improvements that enhance efficiency and scalability. Your insights will help inform key business decisions, and you will collaborate cross-functionally to optimize workflows, resolve technical challenges, and ensure seamless execution of daily operations. Your role will be crucial in identifying bottlenecks, improving system performance, and driving continuous enhancements across our business platform.

Reports To

Business Operations Manager

Who You Are

Proven English fluency.
2+ years of experience in a Tech Customer Support or similar role.
Knowledge of API integration, technical documentation and data analysis tools (e.g., Excel, SQL).
Ability to identify inefficiencies and propose effective solutions to improve processes. -
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

Day-to-day management of technical support and operations monitoring to ensure peg mechanism enforcement.
Work with Product and Engineering to identify and resolve operational bottlenecks, and recommend improvements and automations.
Customer API integrations support in staging and production to ensure smooth daily operations.
Internal systems and supervision management to ensure efficient operational flows.
Incident and bug escalation and identification to Engineering, with follow-up to resolution.
Key contributor to enhancing B2B integration processes for accuracy, error prevention, and operational integrity.
Customer operational issue troubleshooting and resolution to ensure seamless, efficient, and high-quality service.
Collaboration with cross-functional teams to identify and eliminate process inefficiencies.
Resolution support for transactional issues and operational challenges.
New tool, system, and process implementation support to streamline operations.
Process improvement identification and implementation assistance.
Recommendations to improve operational workflows, scalability, and overall efficiency.

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.

Who We Are

With over 9 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.

When we hire people for our team, we specifically test for the following traits in addition to our cultural values:

Mission-Driven: We seek individuals who are passionate about crypto and Bitso’s mission and resilient in facing industry challenges
High Sense of Urgency: We prioritize candidates who demonstrate a high sense of urgency and responsibility.

Exceptional Hard Skills: We seek individuals who possess exceptional skills in their respective fields, with no room for mediocrity.
Self-Management: We look for individuals who can independently manage their work, career, and professional development.

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 Alpha 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, Gibraltar, Colombia, USA, Brazil and Argentina.
Volunteering days.
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.
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