Reports To

This position will report to the Quality, Training and Experience Supervisor.

Who You Are

• Proven experience (at least 2 years) in a similar role focused on Customer Experience, Operations, or Data Analytics.

• Fluent written and verbal English is mandatory.

• Experience working with customer service platforms (e.g., Zendesk).

• Strong analytical and problem-solving skills with an ability to translate complex data into business recommendations.

• Excellent communication and presentation skills, with the ability to influence and collaborate across multiple teams.

Nice To Have

• Advanced knowledge of data analysis and visualization tools, specifically Looker (or equivalent like Tableau, Power BI) and Microsoft Excel.

• Exposure to or basic knowledge of AI concepts and their application in customer service/experience automation (e.g., prototyping, identifying relevant tools).

What You Will Do

• Data Analytics & Performance Optimization: Conduct deep-dive, cross-team data analysis to identify bottlenecks, performance gaps, capacity opportunities, and process inefficiencies. Proactively detect trends and root causes impacting the customer and agent experience.

• Conduct deep-dive, cross-team data analysis to identify bottlenecks, performance gaps, capacity opportunities, and process inefficiencies.

• Proactively detect trends and root causes impacting the customer and agent experience.

• Customer Data Expert & Point of Contact: Act as the primary point of contact and subject matter expert for all data requests across the organization. Provide expertise and support to various teams seeking to leverage their own performance and operational data from Zendesk.

• Act as the primary point of contact and subject matter expert for all data requests across the organization.

• Provide expertise and support to various teams seeking to leverage their own performance and operational data from Zendesk.

• Customer Journey Management: Monitor and analyze user experience across different contact channels (e.g., chat, email), ensuring high standards of quality and efficiency. Propose and implement improvements to the customer support flow and overall journey.

• Monitor and analyze user experience across different contact channels (e.g., chat, email), ensuring high standards of quality and efficiency.

• Propose and implement improvements to the customer support flow and overall journey.

• Reporting & Data Visualization: Design, build, and maintain comprehensive reports, dashboards, and custom metrics, primarily using Zendesk and Looker (or similar BI tools). Ensure data accuracy and accessibility for stakeholders across various departments.

• Design, build, and maintain comprehensive reports, dashboards, and custom metrics, primarily using Zendesk and Looker (or similar BI tools).

• Ensure data accuracy and accessibility for stakeholders across various departments.

• Stakeholder Communication & Insight Presentation: Synthesize key findings, pain points, and high-level insights into clear, compelling presentations. Present findings and recommendations to key stakeholders, including Product, Engineering, and Senior Leadership, driving prioritization and alignment on CX initiatives.

• Synthesize key findings, pain points, and high-level insights into clear, compelling presentations.

• Present findings and recommendations to key stakeholders, including Product, Engineering, and Senior Leadership, driving prioritization and alignment on CX initiatives.

• Incident Management Analysis and Communication: Manage the end-to-end communication strategy for major customer incidents, ensuring timely and clear updates to users. Conduct thorough impact analysis of incidents on various CX metrics, providing data-driven post-mortems.

• Manage the end-to-end communication strategy for major customer incidents, ensuring timely and clear updates to users.

• Conduct thorough impact analysis of incidents on various CX metrics, providing data-driven post-mortems.

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 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.

• 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.

• To see our Privacy Policy please click here.