Onboarding Operations Analyst

As an Onboarding Operations Analyst at Bitso, you support the customer registration and onboarding process within Bitso Business. You actively manage the workflow for account registration, ensuring efficiency and compliance while contributing to strategic improvements that enhance scalability. You also provide support to customers with account access issues, 2FA resets, data updates, and related matters. Based in Mexico City, you report to the Business Operations Manager.

What you'll 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.
• Support customers after account onboarding with issues related to account access, activation of new products, and data updates.

What you bring

• 2+ years of experience as an Operations Analyst or in a similar role.
• Strong analytical skills and experience with ticket service tools such as Jira or Zendesk.
• Ability to identify inefficiencies and propose effective solutions to improve processes.
• Experience tracking threads and customer requests via Slack or email.
• Strong communication skills and capability to manage support meetings with customers when necessary.
• 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 and work with evolving priorities.

Nice to have

• Knowledge of the cryptocurrency or fintech industry.

What we offer

• Me Time program with unlimited paid time off.
• Employee Stock Option program.
• Extended Family Leave policy: 4 months of leave for birthing parents, non-birthing parents, and adopting parents.
• Premium health, dental, and life insurance.
• Wellness platform.

About Bitso

Bitso is the leading cryptocurrency platform in Latin America with over 10 million users. You'll develop the cryptocurrency ecosystem in the region, enable financial inclusion, and provide equal access to safe and intuitive financial products.