Technical Customer Support Analyst, FX Operations

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, High Sense of Urgency, Exceptional Hard Skills, and Self-Management.

Introduction

Bitso is building a new FX business within Bitso Business, working closely with promoters and clients to execute real-time transactions. As the business scales, operational challenges can block client trading and impact revenue. This role is crucial as the first line of support (N1) for FX operations, ensuring that issues are quickly understood, addressed, and routed to the correct teams when necessary. This position is central to the FX operation, aiming to ensure clients can operate without friction and that problems are resolved efficiently. Over time, the successful candidate will gain deep knowledge of Bitso's product and operations, with opportunities for growth into more senior roles across Bitso Business.

Note: This role is based in Mexico City and requires working from the office. Given the close interaction with promoters, support teams, and real-time operations, in-person collaboration is essential.

Responsibilities

• Act as the first point of contact for FX operational issues from internal teams (Promoters, Sales, etc.).
• Help clients and internal teams resolve basic issues (account setup, access, configuration, etc.).
• Understand and triage problems, ensuring they are properly routed to the appropriate support channels, primarily through the Operations team, before involving Engineering or Product when needed.
• Provide clear context and follow-up on issues until they are fully resolved.
• Support onboarding and activation flows, helping clients achieve their first transactions.
• Educate users and internal teams on correct product usage.
• Identify recurring issues and share insights with Product and Engineering teams.

Requirements

• Fluency in English and Spanish (spoken and written).
• Strong communication and interpersonal skills.
• 2+ years of experience in support, operations, or customer-facing roles.
• Experience working in fast-paced environments.
• High sense of ownership and accountability.
• Ability to stay organized and manage multiple issues simultaneously.
• Curiosity and willingness to learn quickly.
• Problem-solving mindset (even without knowing the full answer).
• Ability to work under pressure and urgency.
• Basic technical understanding (APIs, systems, etc.).

Nice to Have

• Exposure to fintech, payments, trading, or banking products.
• Experience with crypto or digital assets.
• Fluency in Portuguese (spoken and written).

Benefits

• Me Time program: Includes unlimited paid time off.
• Employee Stock Option program.
• Zero trading fees through the Bitso Alpha app.
• Extended Family Leave Policy: All birthing parents, non-birthing parents, and adopting parents are eligible for a 4-month leave.
• Premium health, dental, and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil, and Argentina.

About Company

Bitso is the leading cryptocurrency platform in Latin America with over 9 million users. We are dedicated to developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto represents the future of finance and are committed to making it useful by providing equal access to safe and intuitive financial products.

How to Apply

If this role excites you and you believe you have what it takes, even if you don't meet every single criterion, we encourage you to apply. Bitso values diversity, and your unique strengths could be exactly what we're looking for.

For more information and to apply, please visit the original job posting.