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 Brazil or Mexico
• Proven English, Spanish and Portuguese 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.