Customer Success Manager - LATAM

Our Customer Success Managers work closely with institutional clients and partners, providing white glove service in discovering their business needs and ensuring they are optimizing our suite of BitGo products. We are seeking a CSM based in Sao Paulo who will nurture relationships with clients across the LATAM region.

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Mexico City, Mexico

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About BitGo

BitGo is the leading infrastructure provider of digital asset solutions, delivering custody, wallets, staking, trading, financing, and settlement services from regulated cold storage. Since our founding in 2013, we have focused on enabling our clients to securely navigate the digital asset space. With a global presence and multiple Trust companies, BitGo serves thousands of institutions, including many of the industry's top brands, exchanges, and platforms, and millions of retail investors worldwide. As the operational backbone of the digital economy, BitGo handles a significant portion of Bitcoin network transactions and is the largest independent digital asset custodian and staking provider in the world. For more information, visit www.bitgo.com.

Responsibilities

Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and understanding of our products/services

Relationship Management: Develop and maintain strong, long-lasting relationships with clients, acting as their primary point of contact

L1 Support: Provide timely and effective support to address customer inquiries, issues, and requests, escalating as needed to ensure prompt resolution

Customer Feedback: Gather and relay customer feedback to internal teams to inform product development, marketing strategies, and overall customer experience enhancements

Skills & Experience

Strong desire to learn, curiosity to understand how things work

Fluent in both English and Portuguese, additionally Spanish preferred

Motivation to be a champion of customers and represent their voice with empathy

Entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes

Ability to handle conflicting priorities, creative problem solving skills

Strong written and verbal communication skills

Experience in the cryptocurrency trading, custody space preferred

Why Join BitGo?

Disrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem solving, and who want risks to be part of the team that changes the world’s financial markets.