Web3 Customer Support Director Jobs

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 

Your mission is to build, lead, and scale Bitso’s global crypto payment operations. You will own the processes that safeguard customer funds, enforce custody policies, ensure liquidity, and maintain seamless execution of transactions across wallets, ramps, operations and products.

This is a mission-critical leadership position: you will lead a strong team, orchestrate complex projects, and design scalable operations that support Bitso’s growth and product evolution. You will set the bar for precision, resilience, and innovation in crypto operations — while also being a visible, present, and trusted leader for your team.

At Bitso, how we operate matters as much as what we operate. In this role, you’ll bring our cultural values to life every single day — and this could look like:

• Customer Obsession → safeguarding assets with reconciliations, custody practices, and liquidity monitoring that protect trust at scale.
• Freedom with Accountability → owning high-stakes decisions on wallets, custody policies, and operational thresholds with measurable outcomes.
• Continuous Innovation → designing scalable processes, automations, and controls that evolve with new ramps, custody models, and product launches.
• Elegant Simplicity → translating complex custody frameworks and transaction flows into resilient, streamlined operations.
• Integrity & Transparency → enforcing clear custody policies, rigorous audits, and honest communication with regulators and stakeholders.
• Collaboration & Resilience → leading your team with presence and empathy during incidents, integrations, and scaling challenges — standing by them, protecting them, and helping them grow.

Reports To: Director of Payment Operations

Who You Are 

• Proven operator: 8+ years in financial services, fintech, or crypto, with 5+ years in crypto operations (custody, wallets, liquidity, settlements, reconciliations).
• Experienced leader: track record of building strong teams, creating culture, and being a hands-on, present leader for your team.
• Custody expert: deep knowledge of custody models, approval policies, wallet management, and operational risk frameworks.
• Builder of scale: experience designing processes, controls, and automations that sustain rapid product and volume growth.
• Project driver: skilled in leading strategic, cross-functional projects that strengthen custody, liquidity, and operational resilience.
• Risk fluent: proven ability to implement controls, audits, and policies that meet evolving compliance and security standards.
• Data-driven: confident in using KPIs, dashboards, and analytics to drive efficiency, reliability, and decision-making.
• Cross-functional connector: adept at aligning with engineering, product, security, legal, and compliance to deliver outcomes.
• Resilient under pressure: calm, precise, and accountable in high-stakes situations.
• Fluent in English (other languages a plus).

What You Will Be Accountable For

• Owning crypto operations: Be fully responsible for the reliability, security, and daily execution of custody, wallets, reconciliations, liquidity, settlements, and treasury flows — making sure every movement of assets is accurate, timely, and compliant.
• Building and empowering your team: Take ownership for assembling, coaching, and energizing a diverse crypto operations team, creating an environment where people grow, feel protected, and deliver at their best.
• Scaling for growth: Lead the design and enforcement of processes, controls, and automations that allow Bitso’s custody frameworks, ramps, and products to scale without sacrificing safety or efficiency.
• Safeguarding customer assets: Personally ensure custody policies, reconciliations, and monitoring practices protect user funds and strengthen trust, even as volumes and products increase.
• Driving strategic initiatives: Be accountable for the success of custody, wallet, and ramp integration projects from concept to delivery, with clear timelines, KPIs, and risk plans.
• Operationalizing new products: Own the operational readiness of every new product and ramp, working with product, engineering, and business teams so launches go live with secure, scalable operations on day one.
• Leading through incidents: Take responsibility for steering the team through operational incidents — providing calm leadership, decisive action, and transparent communication, and embedding lessons learned into future resilience.
• Setting and acting on metrics: Define, monitor, and act on KPIs that measure efficiency, accuracy, scalability, and impact, using data to drive decisions and continuous improvement.
• Representing operations at the table: Be the operational voice in product, engineering, and strategic discussions, aligning execution with vision and holding yourself accountable for outcomes.
• Embedding innovation and culture: Continuously introduce automation, process improvements, and cultural rigor into crypto operations — raising standards and showing what true ownership looks like.

Your Team

You will lead a skilled and multicultural team focused on Crypto Operations — analysts, specialists, and future leaders running custody, wallets, liquidity, and crypto ramps every day.

You will also be part of the broader Payments Operations team, which operates multiple ramps across Latin America — from ARS and BRL to COP and MXN — all working together to guarantee seamless, secure, and world-class payments.

Ultimately, you are embedded in the wider Operations division at Bitso, a diverse and multicultural community spanning fraud prevention, money movement, payments operations, customer support, risk, and strategic alliances. Operations is not just about running systems — it is Bitso’s backbone: safeguarding assets, enabling seamless flows, protecting users, and powering the partnerships that drive financial innovation and inclusion.

Why This Role Matters

Crypto operations are one of the backbones of Bitso’s mission. In this role, you are not simply managing workflows — you are architecting the systems, inspiring the team, and commanding the projects that will define how crypto operations scale, protect assets, and power innovation across the industry. 

You will be the one who ensures that every transaction is not just executed, but trusted; that every product is not just launched, but sustained; and that every challenge is not just solved, but transformed into a new standard of excellence.

Your leadership will directly shape Bitso’s ability to launch breakthrough products, manage custody at scale, and safeguard millions of users’ funds. This is not just another management role — it is a once-in-a-lifetime opportunity to build the spaceship, chart its course, and take your team with you. As Bitso grows, you will be the force ensuring that your team grows with it — stronger, sharper, and ready to push the boundaries of what crypto operations can be.

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 LeavePolicy: 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.
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