Onboarding Operations Analyst

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Requirements:

• 2+ years of experience in an Operations Analyst or similar role.
• Strong analytical skills and experience with ticket service tools (e.g., Jira, Zendesk).
• Ability to identify inefficiencies and propose effective solutions to improve processes.
• Experience tracking threads and customer requests via Slack or email
• Capability and great communications skills to manage support meetings with customers when necessary.
• Experience in working with cross-functional teams and managing multiple stakeholders.
• Knowledge of the cryptocurrency or fintech industry is a plus.
• Excellent organizational, communication, and time management skills.
• Ability to adapt in a fast-paced environment and work with evolving priorities.

Responsibilities:

• 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 Compliance, Risk, 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.
• Give support after the account onboarding, with issues related to the accounts access, the activation of new products, data updates…