Experience Senior Specialist, Córdoba Capital

Working At BitsoWe 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.We are looking for a Data Analytics & Experience (CX) Specialist to join our team.
This role is pivotal in transforming data into actionable insights to improve customer and agent satisfaction, streamline operations, and drive cross‐functional performance across the organization.
The ideal candidate is passionate about the customer journey, proficient in data analytics tools, and an excellent communicator.Reports ToThis position will report to the Quality, Training and Experience Supervisor.Who You AreProven experience (at least 2 years) in a similar role focused on Customer Experience, Operations, or Data Analytics.Fluent written and verbal English is mandatory.Experience working with customer service platforms (e.g., Zendesk).
Strong analytical and problem‐solving skills with an ability to translate complex data into business recommendations.Excellent communication and presentation skills, with the ability to influence and collaborate across multiple teams.Nice To HaveAdvanced knowledge of data analysis and visualization tools, specifically Looker (or equivalent like Tableau, Power BI) and Microsoft Excel.Exposure to or basic knowledge of AI concepts and their application in customer service/experience automation (e.g., prototyping, identifying relevant tools).
What You Will DoData Analytics & Performance Optimization:Conduct deep‐div, cross‐team data analysis to identify bottlenecks, performance gaps, capacity opportunities, and process inefficiencies.Proactively detect trends and root causes impacting the customer and agent experience.Customer Data Expert & Point of Contact:Act as the primary point of contact and subject matter expert for all data requests across the organization.Provide expertise and support to various teams seeking to leverage their own performance and operational data from Zendesk.Customer Journey Management:Monitor and analyze user experience across different contact channels (e.g., chat, email), ensuring high standards of quality and efficiency.Propose and implement improvements to the customer support flow and overall journey.Reporting & Data Visualization:Design, build, and maintain comprehensive reports, dashboards, and custom metrics, primarily using Zendesk and Looker (or similar BI tools).
Ensure data accuracy and accessibility for stakeholders across various departments.Stakeholder Communication & Insight Presentation:Synthesize key findings, pain points, and high‐level insights into clear, compelling presentations.Present findings and recommendations to key stakeholders, including Product, Engineering and Senior Leadership, driving prioritization and alignment on CX initiatives.Incident Management Analysis and Communication:Manage end‐to‐end communication strategy for major customer incidents, ensuring timely and clear updates to users.Conduct thorough impact analysis of incidents on various CX metrics, providing data‐driven post‐mortems.BenefitsMe 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‐month 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.
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