Customer Support Supervisor

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 The Customer Support (CS) Supervisor at Bitso is responsible for leading, training, developing, and guiding our customer support agents to ensure they provide the best experience to our users. The role also involves devising strategies to create effective and valuable content for our various communication channels. Additionally, this position is responsible for formulating and implementing service and productivity strategies within the CS team. Reports To Customer support & KYC manager Who You AreFailure to meet any of the following required qualifications could result in an automatic rejection.

• Dynamic mindset, prepared to adapt and possessing an open-minded approach.
• Proactive in driving process improvements and willing to challenge the status quo.
• Experienced in leading teams and collaborating across different areas within a company.
• Passion for serving customers, continuous learning, and working with people.
• Strong problem-solving skills, a 'hands-on' approach, dedicated to finding solutions, and always focused on personal development.
• Outstanding interpersonal, proactive, and leadership skills.
• Results-oriented. Driven to improve efficiencies while taking care of our customers.
• Fluency in both English and Spanish. Portuguese is desirable.

What You Will Do

• Lead a team responsible for ensuring customer satisfaction, and develop and execute effective strategies for service and service recovery.
• Proactively gather user feedback and provide insights to the product team.
• Promote and execute changes to improve efficiency in current processes.
• Collaborate with senior leaders in the department to coordinate implementations and improve process efficiency to achieve world-class service standards.
• Create relationships with other departments in Bitso to detect and anticipate changes to be implemented.
• Stay on top of CSAT & NPS metrics, aiming to constantly raise the bar and achieve better results w/each improvement and implementation
• Create a suitable framework to manage all projects and processes.
• Embrace global and local assignment for all markets
• Collaborate on strategies to foster a customer-centric mindset throughout the entire organization.
• Motivate the team to provide a best-in-class service and be a role model for Bitso's core values.
• Regularly present KPIs and proposed improvement strategies to senior leaders.
• Constantly work towards improving efficiencies in your team.
• Provide coaching and feedback to direct reports, and work on their professional development path.

Your Team You will be leading a professional customer support team, focussed on supporting our customers in all enquiries they may have.

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 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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