KYC Operations Team Lead

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 Operations 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 and Spanish proficiency.
• At least 2 years of proven experience leading high-performing customer-facing teams in a fast-paced environment.
• Participated in the implementation of a regulatory process of KYC.
  
• A successful track record of solving problems through innovative solutions.
• Proven ability to communicate 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 Operations Team Leader, you will work closely with our Customer Support Onboarding Lead and oversee KYC specialists in a fully remote work environment.

Research in Diversity, Equity, and Inclusion suggests that individuals may hesitate to apply for jobs if they do not meet all the listed criteria. At Bitso, we value diversity and your unique strengths could be just what we're looking for. If this role excites you but you don't match every point in the description, we still want to hear from you.

Who We Are

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: We seek individuals who are passionate about crypto and Bitso’s mission and resilient in facing industry challenges

• High Sense of Urgency: We prioritize candidates who demonstrate a high sense of urgency and responsibility.

• Exceptional Hard Skills: We seek individuals who possess exceptional skills in their respective fields, with no room for mediocrity.

• Self-Management: We look for individuals who can independently manage their work, career, and professional development.

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 Alpha 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, Gibraltar, Colombia, USA, Brazil and Argentina.
• 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.
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