[Hiring] Customer Care Analyst @Belo

Role Description

As a Customer Care Analyst, you will:

• Handle user inquiries via chat and email (and other support channels as needed), ensuring clear, complete, and well-explained responses.
• Adapt each response to the user's context (avoiding generic or copy/paste answers).
• Prioritize effectively when handling multiple cases at the same time, without compromising quality.
• Decide when to resolve, when to escalate, and when to go one step further.
• Identify recurring issues and act on them (not treating them as isolated cases).
• Anticipate user needs and reduce re-contacts.
• Identify bugs, friction points, or anything that is not working properly.
• Move across different tools to find and validate the information you need.
• Use data (dashboards, simple queries, or internal tools) to better understand cases.
• Contribute ideas to improve processes, responses, and the overall experience.

Qualifications

• Experience in customer support (fintech, crypto, or digital products is a big plus).
• Strong written communication: clear, simple, and to the point.
• Ability to work independently (without needing step-by-step instructions).
• Strong prioritization skills in high-demand environments.
• Comfortable using multiple tools at the same time.
• Ability to quickly learn new tools on your own.
• Comfortable working with data (e.g., understanding a query or retrieving information from databases).
• Ability to stay clear-headed and maintain good judgment under pressure.
• Proactive attitude and strong sense of ownership.
• Intermediate English (reading and writing).
• Reside in Mexico, Perú, Bolivia, or Venezuela.
• Be available to work during afternoon/evening hours.

Nice to Have

• Experience in high-volume support teams.
• Experience with tools like Zendesk/Intercom, Slack, Notion, or Google Workspace.
• Experience working with dashboards or data tools.
• Experience identifying patterns in user feedback and proposing improvements.

Benefits

• The opportunity to build and own the security foundation of a fast-growing fintech platform.
• A passionate team focused on innovation, transparency, and impact.
• Competitive compensation in USDT.
• Six weeks of vacation.
• Flexible hours.
• A MacBook and an annual budget to invest in your professional development.
• A vibrant startup culture with flexibility, autonomy, and a results-oriented approach.