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.
As our Customer Support and KYC Ops Manager, you will ensure a world-class customer experience by leading, inspiring, and developing our customer support operational teams. You will also be in charge of handling day-to-day operational requirements, delighting our customers, as well as serving as the userâs voice and the organizationâs referent in the markets you lead.
Reports To
Senior Director of Customer Support and KYC Operations
Who You Are
Failure to meet any of the following required qualifications could result in an automatic rejection.
+3 years of experience as a people manager in Customer Service, Customer Success and related areas.
Passion for serving and serving the customer, for learning and for people.
Resolutive capacity, that is "hands-on", lead the solution of problems always seeking to improve processes and training of people.
KYC general knowledge
Excellent interpersonal, proactive and leadership skills.
Fluency in English and Spanish.
What You Will Do
Manage a high-performance Customer Service and KYC teams and its Coordinators / Supervisors, developing the team and its results continuously.
Define action plans and continuous improvement to have the best levels of customer satisfaction. Service increasingly effective, resolute and proactive.
Ensuring that the Customer facing teams work collaboratively with all other business functions, consistently delivering a great end-to-end customer experience across all stages, channels and touchpoints on their journey.
Create a customer management model in all its life cycle stages, with activation strategies aligned to the needs of each segment and its moment.
Be responsible for the onboarding of all customers, mobilizing all areas involved in the process and ensuring continuous, substantial and perennial improvements in this process.
Enable a two-way flow with customer-facing teams through customer feedback to derive meaningful insights for improvement and guide teams to incorporate and maintain a customer-centric attitude, whether when acquiring new customers or dealing with existing customers.
Create and implement an analytical strategy to propose solutions. Leverage existing and additional technologies relevant to reporting and analytics in customer service and other customer-facing functions/channels.
Your Team
Operation team leaders. (CS & KYC)
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.
LI-Remote
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 weâre 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 Bitsoâs 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.
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.
