Onboarding Operations Analyst

Onboarding Operations Analyst

Bitso is Latin America's leading cryptocurrency platform, serving over 10 million users. The company is building the crypto ecosystem across the region while advancing financial inclusion through safe, intuitive products. As a rapidly growing fintech organization, Bitso operates with a remote-first culture and is committed to making cryptocurrency useful and accessible.

The Sales team at Bitso is looking for an Onboarding Operations Analyst to streamline and support the customer registration and onboarding process for Bitso Business accounts. In this role, you will manage workflows, ensure compliance, and drive operational improvements that help new business accounts become fully operational. You'll work across multiple teams to identify bottlenecks, enhance system performance, and contribute to continuous refinement of the onboarding experience.

What you'll do

• Process and validate customer applications for Bitso Business accounts, confirming all required documentation is complete and meets requirements.
• Track onboarding metrics including approval rates, processing times, and workflow bottlenecks to identify trends and areas for improvement.
• Collaborate with KYB, Compliance, Legal, Fraud, and Tech teams to resolve onboarding obstacles and accelerate approvals.
• Work with technical teams to identify manual processes that can be automated, reducing time to customer activation.
• Assist customers with onboarding questions, troubleshoot registration issues, and provide guidance on documentation and eligibility requirements.
• Provide post-onboarding support for account access issues, product activation, data updates, and related concerns.
• Identify inefficiencies in current processes and propose strategic improvements to enhance customer experience and operational efficiency.

What you'll bring

• Two or more years of experience as an Operations Analyst or in a comparable operations role.
• Strong analytical abilities with hands-on experience using ticket management systems such as Jira or Zendesk.
• Proficiency tracking customer requests and conversations through communication platforms like Slack and email.
• Demonstrated skill identifying process inefficiencies and developing practical solutions.
• Excellent organizational, communication, and time management capabilities.
• Ability to manage meetings and support interactions with customers and multiple stakeholder groups.
• Comfort working in fast-paced environments where priorities shift and responsibilities evolve.

Nice to have

• Knowledge of cryptocurrency or fintech industries and their operational requirements.

What they offer

• Unlimited paid time off through the Me Time program.
• Employee stock options.
• Four months paid leave for birthing parents, non-birthing parents, and adopting parents.
• Premium health, dental, and life insurance coverage.
• Access to a wellness platform.