Onboarding Operations Analyst

Bitso; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Me Time

Stock options

Extended family leave

Health insurance

Wellness platform

Job summary

Bitso is seeking an Onboarding Operations Analyst to support customer registration and onboarding for Bitso Business. You will manage account activations, coordinate with KYB, Compliance, Legal, Fraud, and Tech teams, and implement improvements to scale operations.

You will also assist customers with access issues, 2FA resets, and data updates, delivering proactive insights to streamline processes and enhance the customer experience. Remote-friendly role based in a Mexico City location.

Qualifications

• 2+ years of experience in an Operations Analyst or similar role.
• Experience tracking threads and customer requests via Slack or email.
• Excellent communication skills to manage support meetings with customers when necessary.
• Experience working with cross-functional teams and managing multiple stakeholders.

Responsibilities

• Review and process customer applications for Bitso Business accounts, ensuring all required documents are submitted and validated.
• Identify inefficiencies in the onboarding process and suggest improvements.
• Work with tech teams to automate manual processes for faster customer activation.
• Coordinate with KYB, Compliance, Legal, Fraud, and Tech teams to resolve onboarding issues.
• Provide guidance on documentation requirements and eligibility criteria.
• Track key onboarding metrics such as approval rates, processing times, and bottlenecks.
• Provide insights to improve efficiency and enhance customer experience.
• Proactively identify areas for enhancement and contribute to operational strategies.

Skills

Analytical skills

Communication

Cross-functional teamwork

Attention to detail

Tools

Jira

Zendesk

Slack

Job description

Your Purpose

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 drive rapid 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.

As an Onboarding Operations Analyst, you will be responsible for supporting the customers registration and onboarding process within Bitso Business. You will actively manage the workflow for account registration, ensuring efficiency and compliance while contributing to strategic improvements that enhance scalability. Your insights will play a key role in enabling Bitso Business accounts to become fully operational. Collaborating cross-functionally, you will optimize workflows, streamline processes, and ensure the seamless execution of daily operations. Your role will be essential in identifying bottlenecks, improving system performance, and driving continuous enhancements across our platform.

Also, you are going to be responsible to give support to customers with issues related with access to their accounts, 2FA reset, data updates and so on.

Location

Mexico City

Reports To

Business Operations Manager

What You Will Do

• Review and process customer applications for Bitso Business accounts, ensuring all required documents are submitted and validated.
• Identify inefficiencies in the onboarding process and suggest improvements.
• Work with tech teams to automate manual processes for faster customer activation.
• Coordinate with KYB, Compliance, Legal, Fraud, and Tech teams to resolve onboarding issues.
• Ensure seamless communication between internal teams to accelerate approvals.
• Assist customers with onboarding-related questions and troubleshoot registration issues.
• Provide guidance on documentation requirements and eligibility criteria.
• Track key onboarding metrics such as approval rates, processing times, and bottlenecks.
• Provide insights to improve efficiency and enhance customer experience.
• Proactively identify areas for enhancement and contribute to operational strategies.
• Give support after the account onboarding, with issues related to the accounts access, the activation of new products, data updates…

Qualifications

• 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 to improve processes.
• Experience tracking threads and customer requests via Slack or email
• Capability and great communications skills to manage support meetings with customers when necessary.
• Experience in working with cross-functional teams and managing multiple stakeholders.
• Knowledge of the cryptocurrency or fintech industry is a plus.
• Excellent organizational, communication, and time management skills.
• Ability to adapt in a fast-paced environment and work with evolving priorities.

Who We Are

With over 10 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.
• Employee Stock Option program.
• 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
• Wellness platform.

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!