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KYC Ops Supervisor



People & HR, Operations
Latin America
Posted on Monday, June 3, 2024

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 a KYC Ops Team Leader, you will be in charge of evaluating and measuring cross-functional KYC processes in order to find efficient solutions that will ensure continuous improvement. You will make sure that our Customer Onboarding Agents are fully prepared and engaged in order to provide a world-class user experience and delight millions of customers.

Reports To

Head of Customer Support

Who You Are

  • Proven English fluency.
  • Proven experience leading high performing customer-facing teams in a fast-paced environment.
  • A successful track record of solving problems through innovative solutions.
  • Proven ability of communicating strategies and processes to leadership, stakeholders, and team members.
  • Demonstrated KYC knowledge to follow through on compliance and regulatory requirements.
  • A track history of successful implementations through a growth mindset.

What You Will Do

  • Act as a liaison between the Customer Support team and the Compliance team.
  • Ensure world-class onboarding processes and experiences for individuals and corporations.
  • Lead KYC Specialists to achieve team goals.
  • Set and meet SLAs for the Customer Onboarding team in Mexico, Argentina, Brazil and Colombia.
  • Find onboarding improvement opportunities in collaboration with other teams.
  • Analyze and identify trends in user requests and queries.
  • Ensure that all compliance and regulatory requirements are met during the onboarding process.

Your Team

As our KYC Ops Team Leader, you will work closely with our Customer Support Onboarding Lead and oversee KYC specialists in a fully remote work environment.

Who We Are

With over 7 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.
  • Volunteering days.
  • Monthly stipend for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment and more.

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!

  • These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
  • This role is expected to work remotely.
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