Experienced Bilingual Customer Support Analyst – Portuguese, Spanish, and English Speaking – Delivering Exceptional User Experiences in a Fast-Paced Crypto Environment at blithequark

Introduction to blithequark Imagine being part of a pioneering organization that is revolutionizing the way people interact with cryptocurrency. At blithequark, we are passionate about creating a future where crypto is accessible to everyone, and we are committed to making it useful by providing equal access to safe and intuitive financial products. With a strong presence in Latin America and a user base of over 9 million, we are the leading cryptocurrency platform in the region, and we are looking for talented individuals to join our team. As a diverse team that takes pride in understanding the perspectives of others, we fully embrace working remotely and are eager to act, improve, and accelerate progress inside and outside of our organization. We delight our customers with world-class products, deep care, and intentional empathy, and we are looking for like-minded individuals who share our passion for delivering exceptional user experiences. About the Role We are seeking an experienced and bilingual Customer Support Analyst to join our team in Brazil. As a key partner in our customer support team, you will be responsible for providing exceptional support to our users, responding to incoming requests, and working closely with internal stakeholders to resolve issues and improve our products and services. If you are passionate about customer service, have excellent communication skills, and are fluent in Portuguese, Spanish, and English, we want to hear from you. Key Responsibilities Receive and respond to all incoming requests through support channels, providing timely and effective solutions to our users. Provide the first response to all requests within the service level agreement (SLA) response times, ensuring that our users receive the support they need in a timely manner. Communicate with internal and external stakeholders in an effective and empathetic manner, compiling the necessary requirements of the user according to the client’s request. Scale the client’s requests to the operations team with the necessary requirements, ensuring that issues are resolved efficiently and effectively. Document and alert the team of sudden problems (based on user reports) in the internal messaging software, helping us to identify and resolve issues quickly. Work with customer advocacy to operationalize and standardize new and existing policies, processes, and procedures, helping us to continuously improve our products and services. Be flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization, prioritizing tasks and managing your time effectively to meet deadlines. Set a high bar for support analysts within the organization by setting an example through performance and work ethic, demonstrating a positive attitude and a willingness to learn and improve. Essential Qualifications Proven fluency in English, Spanish, and Portuguese, with excellent communication skills and the ability to communicate effectively with users and internal stakeholders. Currently living in Brazil, with a strong understanding of the local market and culture. Passion and love for the customer service industry, with a strong desire to deliver exceptional user experiences and make a positive impact on our users. 6 months to 1+ years of experience as a Customer Support Agent or Customer Service Agent, with a proven track record of providing excellent support and resolving issues efficiently. Willingness to adapt to different working schedules, with flexibility and the ability to work under pressure and handle different client cases. Strong communication skills, with experience in direct or digital contact with clients and the ability to communicate effectively with internal stakeholders. Experience with different channels of support, including voice, email, social, and/or chat, with the ability to navigate multiple platforms and tools. Preferred Qualifications Experience working in a fast-paced and dynamic environment, with the ability to prioritize tasks and manage your time effectively to meet deadlines. Knowledge of the cryptocurrency industry, with a strong understanding of the market and trends. Experience working with customer support software and tools, with the ability to navigate multiple platforms and systems. Strong analytical and problem-solving skills, with the ability to identify and resolve issues efficiently and effectively. Ability to work independently and as part of a team, with a strong sense of responsibility and a willingness to learn and improve. Skills and Competencies Excellent communication and interpersonal skills, with the ability to communicate effectively with users and internal stakeholders. Strong problem-solving and analytical skills, with the ability to identify and resolve issues efficiently and effectively. Ability to work in a fast-paced and dynamic environment, with the ability to prioritize tasks and manage your time effectively to meet deadlines. Strong sense of responsibility and accountability, with a willingness to learn and improve and a commitment to delivering exceptional user experiences. Ability to work independently and as part of a team, with a strong sense of teamwork and collaboration. Career Growth and Learning Benefits At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development opportunities, including workshops, webinars, and online courses, to help you improve your skills and knowledge and advance in your career. We also offer a range of benefits, including unlimited paid time off, remote-first work environment, and employee stock option program, to help you achieve a better work-life balance and realize your full potential. Work Environment and Company Culture At blithequark, we are proud of our diverse and inclusive culture, and we are committed to creating a work environment that is welcoming and supportive to all employees. We believe in empowering our employees to take ownership of their work and to make decisions that align with our values and mission. We also believe in recognizing and rewarding our employees for their hard work and contributions, and we offer a range of benefits and perks to help you achieve your goals and realize your full potential. Compensation and Benefits At blithequark, we offer a range of benefits and perks to our employees, including: Unlimited paid time off, to help you achieve a better work-life balance and recharge your batteries. Remote-first work environment, to give you the flexibility to work from anywhere and at any time. Employee stock option program, to give you a stake in our company's success and to help you build wealth over time. Zero trading fees through our blithequark Alpha app, to help you save money and achieve your financial goals. Extended family leave policy, to give you the time and support you need to care for your loved ones. Premium health, dental, and life insurances, to give you peace of mind and to help you protect your health and well-being. Monthly stipend for gym memberships, relaxation activities, sports equipment, cooking classes, books, entertainment, and more, to help you achieve your personal and professional goals. Conclusion If you are passionate about customer service, have excellent communication skills, and are fluent in Portuguese, Spanish, and English, we want to hear from you. At blithequark, we are committed to delivering exceptional user experiences and to making a positive impact on our users. We believe that our employees are our greatest asset, and we are committed to helping you grow and develop in your career. Apply now to join our team and to be part of a pioneering organization that is revolutionizing the way people interact with cryptocurrency.