Servicing Business Partner Senior Specialist

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

In this role you will support the Servicing Business Partner Manager in several tasks:

You will be responsible for the liaison among the Operation team, Online and Offline; tracking evolution of our KPIs vs Goals, setting and following action plans to improve the user experience results.

You will be the POC for Support teams inside our organization such as Customer Experience, Training, QA.

Reports To

Servicing Business Partner Manager

Who You Are

• 6 months to +1 years of experience as Servicing Business Partner Senior Specialist or similar position
• Focus and passion about Customer Support Area
• Ability to analyze complex data sets, identify trends, and draw meaningful insights to support decision-making
• Strong verbal and written communication skills to effectively convey findings, recommendations, and insights to senior management and
  other stakeholders
• Basic project management skills to assist in coordinating tasks, setting priorities, and meeting deadlines effectively
• Teamwork, communication and multitasking skills are mandatory
• Be flexible and able to adapt in a fast-paced changing environment
• Work collaboratively in a cross-functional environment &multicultural teams
• We value honesty, integrity, proactive and meticulous people
• Located in Argentina or Mexico being able to work remote
• Proven English fluency
• Zendesk knowledge
• Crypto Industry knowledge is welcome
• Portugues skills will be a plus

What You Will Do

• Track daily, weekly and monthly results.
• Conduct random daily audits and monitor live chats.
• Act as the point of contact for operational teams within the organization and
  partners.
• Coordinate calibration sessions with operational teams and partners.
• Challenge results and develop new action plans.
• Follow up on agreements from each Monthly Review.
• Review Customer Experience metrics.
• Ensure effective communication and coordination between internal operational
  teams and partners.
• Continuously analyze standard reports for insights and improvements.
• Generate additional reports as needed.
• Review progress on key projects and initiatives.
• Adjust timelines and objectives as necessary.
• Conduct performance reviews or check-ins.
• Address any team concerns or conflicts.
• Review latest market trends and competitor activities.
• Identify opportunities and threats.

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 7 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.

We are here to make a lasting impact on our customer’s lives and we do so by embracing our core values:

• Be Human: we delight our customers through great products, deep care and true empathy. We are humble and we take pride in understanding the views of others to help us see the full picture.
• Drive Change: we're fearless pioneers committed to unlocking the crypto revolution for humanity. We move fast, take risks and work together to drive lasting impact.
• Choose Bold Honesty: we seek the truth, especially when it’s uncomfortable, in our teams, products and business reality because that will uncover where we need to focus.
• Be An Owner: our sense of urgency makes us have a bias towards action, where we prioritize exceptionally and are wise in allocating our time to ensure we always deliver creative and innovative results.

Learn more about our culture and values.

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 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, 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.
• This role is expected to work remotely.
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