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Bitso is Latin America's leading cryptocurrency platform with over 10 million users, focused on developing the crypto ecosystem and enabling financial inclusion.
As an Onboarding Operations Analyst, you will support the customer registration and onboarding process for Bitso Business accounts. You'll manage workflows for account registration with a focus on efficiency and compliance, while identifying opportunities for strategic improvements and scalability enhancements. Your role bridges operations and customer success, requiring close collaboration across KYB, Compliance, Legal, Fraud, and Tech teams.
Key responsibilities include:
- Reviewing and processing customer applications for Bitso Business accounts, validating all required documentation
- Identifying inefficiencies in the onboarding process and proposing improvements
- Coordinating with cross-functional teams (KYB, Compliance, Legal, Fraud, Tech) to resolve onboarding issues
- Working with tech teams to automate manual processes for faster customer activation
- Ensuring seamless communication between internal teams to accelerate approvals
- Providing customer support for onboarding questions, registration troubleshooting, and post-onboarding account issues (access, 2FA resets, data updates, product activation)
- Tracking key onboarding metrics including approval rates, processing times, and bottlenecks
- Providing insights to improve efficiency and enhance customer experience
- Proactively identifying areas for enhancement and contributing to operational strategies
Bitso values a diverse, remote-friendly team culture centered on being human, driving change, choosing bold honesty, and being an owner. The company offers unlimited paid time off, employee stock options, extended family leave (4 months for all parents), premium health/dental/life insurance, and a wellness platform.
Requirements:
- 2+ years of experience in an Operations Analyst or similar role
- Strong analytical skills and experience with ticket service tools (e.g., Jira, Zendesk)
- Ability to identify inefficiencies and propose effective solutions
- Experience tracking threads and customer requests via Slack or email
- Strong communication skills and capability to manage support meetings with customers
- Experience working with cross-functional teams and managing multiple stakeholders
- Excellent organizational, communication, and time management skills
- Ability to adapt in a fast-paced environment with evolving priorities
- Knowledge of cryptocurrency or fintech industry is a plus
