Customer Support Manager

**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**:
As our Customer Support Manager, you will ensure a world-class customer experience by leading, inspiring, and developing our customer support operational teams.
You will also be in charge handle day to day operational requirements, delighting our customers, as well as serving as the user's voice and the organization's referent in the markets you lead.

**Reports To**:
Head of Customer Support

**Who You Are**:
Failure to meet any of the following required qualifications could result in an automatic rejection.
- +3 years of experience as a people manager in Customer Service, Customer Success and related areas.
- Passion for serving and serving the customer, for learning and for people.
- Resolutive capacity, that is "hands-on", lead the solution of problems always seeking to improve processes and training of people.
- Excellent interpersonal, proactive and leadership skills.
- Fluency in English and Spanish.

**What You Will Do**:

- Manage a high-performance Customer Success team and its Coordinators / Supervisors, developing the team and its results continuously.
- Define action plans and continuous improvement to have the best levels of customer satisfaction. Service increasingly effective, resolute and proactive.
- Direct reporting and indicators to the Head of Customer Support.
- Ensuring that the Customer Excellence team works collaboratively with all other business functions, consistently delivering a great end-to-end customer experience across all stages, channels and touchpoints on their journey.
- Create a customer management model in all its life cycle stages, with activation strategies aligned to the needs of each segment and its moment.
- Be responsible for the onboarding of all customers, mobilizing all areas involved in the process and ensuring continuous, substantial and perennial improvements in this process.
- Enable a two-way flow with customer-facing teams through customer feedback to derive meaningful insights for improvement and guide teams to incorporate and maintain a customer-centric attitude, whether when acquiring new customers or dealing with existing customers.
- Create and implement an analytical strategy to propose solutions. Leverage existing and additional technologies relevant to reporting and analytics in customer service and other customer-facing functions/channels.

**Your Team**:
Operation team leaders.

LI-Remote

LI-MD1

**Who We Are**:
With over 5 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.
- **Remote-first** work environment.
- **Employee Stock Option** program.
- **Zero trading fees** through our Bitso app.
- **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 insurances** in Mexico, Brazil and Argentina.
- **Mental wellness** platform.
- **Volunteering** days.
- **Subsidized caregiving** for children, adults or pets.
- **Monthly stipend** for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment and more.

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