Tech Customer Support Analyst at Bitso

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 We are building a new FX business at Bitso Business, working closely with promoters and clients executing real-time transactions. As we scale, we face many operational issues that can block clients from trading and directly impact revenue. This role will act as the first line of support (N1) for FX operations, ensuring issues are quickly understood, addressed, and routed to the right teams when needed. This role sits at the center of our FX operation. You will ensure that clients can operate without friction and that problems are solved quickly and efficiently. Over time, you will gain deep knowledge of our product and operations, with the opportunity to grow into more senior roles across Bitso Business. NOTE: This role is based in Mexico City and requires working from the office. Given the close interaction with promoters, support teams, and real-time operations, in-person collaboration is essential. Reports To Business Operations Manager Who You Are • Fluency in English and Spanish (spoken and written) • Strong communication and interpersonal skills • 2+ year of experience in support, operations, or customer-facing roles • Experience working in fast-paced environments • High sense of ownership and accountability • Ability to stay organized and manage multiple issues at the same time • Curiosity and willingness to learn fast • Problem-solving mindset (even without knowing the full answer) • Ability to work under pressure and urgency • Basic technical understanding (APIs, systems, etc.) Nice to have: • Exposure to fintech, payments, trading, or banking products • Experience with crypto or digital assets • Portuguese (spoken and written) What You Will Do • Act as the first point of contact for FX operational issues from internal teams (Promoters, Sales, etc.) • Help clients and internal teams unblock basic issues (account setup, access, configuration, etc.) • Understand and triage problems, ensuring they are properly routed to the appropriate support channels, primarily through the Operations team, before involving Engineering or Product when needed • Provide clear context and follow-up on issues until they are fully resolved • Support onboarding and activation flows, helping clients reach their first transactions • Educate users and internal teams on how to use the product correctly • Identify recurring issues and share insights with Product and Engineering teams 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. 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. • To see our Privacy Policy please click here.