Working At Bitso We 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. Your Purpose We are looking for a Tech Customer Support Analyst to join our team and take ownership of technical support across our products. In this role, you will focus on solving complex technical issues, working closely with engineering and product teams, while also supporting onboarding and basic operational flows when needed. You will sit at the intersection of clients, operations, onboarding, and engineering, ensuring issues are resolved quickly and that users can operate without friction. Many issues happen in real-time and may directly impact transactions and revenue, requiring fast response, clear prioritization, and strong coordination across teams. Beyond solving issues, you will help identify patterns, improve processes, and contribute to scaling our support operations. Reports To Business Operations Manager Location We are looking for candidates who can work during hours aligned with Mexico evening and overnight operations (approximately 7PM to 6AM Mexico City time, GMT-6). The full shift does not need to cover this entire window, but should overlap with a significant portion of it. - Candidates based in APAC (eg Philippines, India or nearby time zones) are strongly preferred, as their daytime aligns well with this coverage - Candidates in Europe or the Americas are also considered, provided they are comfortable working late evening or night shifts aligned with Mexico time Who You Are - Fluency in English (spoken and written). Fluency in Spanish is strongly preferred. - Experience in a technical support or client-facing role (SaaS, fintech, or similar) - Strong troubleshooting skills, especially in web-based and API-driven systems - Hands-on experience with APIs (REST/JSON) and debugging tools (e.g., Postman, browser dev tools) - Strong communication and interpersonal skills - High sense of ownership and accountability - Ability to manage multiple issues simultaneously and prioritize effectively - Problem-solving mindset and ability to navigate ambiguity - Comfortable working in fast-paced environments and handling real-time issues Nice to have - Experience with crypto or blockchain products - Familiarity with transaction flows (payments, wallets, settlements) - Experience with SPEI (Mexico’s payment system) - Basic scripting skills (Python, JavaScript, or similar) - Experience with tools like Zendesk, Jira - Portuguese (spoken and written) What You Will Do - Troubleshoot and resolve complex issues related to APIs, transactions, integrations, and system behavior - Analyze logs and error traces to identify root causes and propose solutions - Assist clients and internal teams with API configuration, debugging, and technical investigations - Collaborate with Engineering and Product teams to escalate issues with clear and structured context - Support and coordinate incident resolution, including real-time troubleshooting and alignment with internal teams - Communicate clearly with clients during incidents, providing timely updates and managing expectations - Support onboarding flows and help unblock clients during account setup and activation - Handle recurring transactional issues (e.g., transaction status, failed payments, account behavior) and guide users through resolution - Act as a central support point for internal teams (Sales, Operations, Promoters), helping unblock issues quickly - Coordinate and route issues across onboarding, support, product, and engineering teams - Identify recurring issues and contribute to improvements in tooling, documentation, and processes - Maintain and improve internal knowledge bases - Communicate clearly and effectively, translating technical issues into simple and actionable explanations Research in Diversity, Equity, and Inclusion suggests that individuals may hesitate to apply for jobs if they do not meet all the listed criteria. At Bitso, we value diversity and your unique strengths could be just what we're looking for. If this role excites you but you don't match every point in the description, we still want to hear from you. Who We Are With over 9 million users, Bitso is the leading cryptocurrency platform in Latin America. We are developing the cryptocurrency ecosystem in the region and enabling financial inclusion. We believe crypto is the future of finance, and we’re committed to making it useful by providing equal access to safe and intuitive financial products. When we hire people for our team, we specifically test for the following traits in addition to our cultural values: - Mission-Driven: We seek individuals who are passionate about crypto and Bitso’s mission and resilient in facing industry challenges - High Sense of Urgency: We prioritize candidates who demonstrate a high sense of urgency and responsibility. - Exceptional Hard Skills: We seek individuals who possess exceptional skills in their respective fields, with no room for mediocrity. - Self-Management: We look for individuals who can independently manage their work, career, and professional development. Compensation & Benefits At Bitso, you are taking the front seat on the edge of crypto innovation, creating the next generation of crypto-powered products. So for those willing to commit, adapt and pioneer the most important change of the century we offer: - Me 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-months leave. - Premium health, dental and life insurances in Mexico, Gibraltar, Colombia, USA, Brazil and Argentina. Want to leave an undoubtedly legacy with us? Fasten your seatbelt and join this spaceship, where you will find exponential growth and the opportunity to thrive! - These are the applicable requisites, although equivalent competencies in any of the above will also be considered. - To see our Privacy Policy please click here.

• Conduct outreach via phone, text, and email daily. • Successfully complete assigned tickets each day. • Maintain an >80% phone answer rate per week. • Act as a "hub" for all inbound questions regarding Bold and our offerings. • Maintain 92% or higher customer satisfaction score. • Act as the voice between both customer and Bold.

About the Company Traild is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable. Just as your bank provides always on risk protection for your credit card, Traild provides a similar level of security to help businesses protect their B2B payments from fraud, errors and mistakes. Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and IFS to help clients make their AP process more streamlined, automated and secure. We have a rapidly growing client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help we can support more businesses digitize their existing operations with enhanced automation and security. Hear how Traild customers speak about us here. Want to be a part of our exciting growth journey?  We are looking for a Customer Success Manager to join our talented and passionate team as we continue expanding across international markets. This role sits at the heart of the customer lifecycle, working closely with clients after onboarding to ensure they are achieving long-term value and success with our platform. As a Customer Success Manager, you will build strong, strategic relationships with your assigned portfolio of customers—serving as their trusted advisor, product champion, and primary point of contact. You will guide customers through adoption, drive engagement, and help them fully realize the benefits of our solution. This is an exciting opportunity for someone with a genuine passion for customer partnership, value realization, and continuous improvement. This role can be based in Denver or Remote US Key Responsibilities: - Serve as the primary point of contact for an assigned portfolio of customers. - Build trusted, strategic relationships with both day-to-day users and executive stakeholders. - Understand customer goals and objectives, ensuring alignment with our solutions and desired outcomes. - Drive product adoption and usage by delivering best practices, training sessions, and enablement resources. - Monitor customer health scores, usage trends, and adoption metrics; take proactive measures to mitigate risks. - Deliver regular business reviews, including Quarterly Business Reviews (QBRs), to demonstrate value and progress. - Identify upsell and cross-sell opportunities, partnering closely with Sales to execute on expansion. - Advocate for customers to participate in reference programs, case studies, and customer advocacy initiatives. Who You Are: You are a proactive and customer-obsessed professional who thrives on building relationships, solving problems, and driving customer value. You understand the customer journey end-to-end and excel at helping clients succeed post-onboarding. You are confident engaging with stakeholders at all levels and enjoy working in a fast-moving, scaling environment. - Proven experience in customer success, account management, or a similar client-facing role within SaaS. - Experience supporting customers in the payments, accounts payable, or ERP space - A track record of driving product adoption, delivering value, and reducing churn. - Strong communication, relationship-building, and stakeholder management skills. - Ability to interpret customer data, understand trends, and act proactively. - Experience delivering QBRs or customer business reviews. - A collaborative approach with willingness to partner across teams such as Sales, Product and Technology. - Problem-solving mindset, resourcefulness, and a drive to continuously improve both customer and internal processes. - An entrepreneurial spirit with adaptability, ownership, and enthusiasm for scale-up life. The Perks of Working at Traild - Flexibility: we offer a range of remote, hybrid and flexible working options. - Global team: we are growing across APAC, NA and EMEA and have team all across the world. - We are growing at an exponential rate, this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that comes with it - Our team genuinely loves working at Traild: we scored a 85 on our 2025 eNPS survey. Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment.

Description Job Summary/Job Purpose: The Customer Service Associate (CSA) I – Resupply is primarily responsible for handling customer orders for specific durable medical equipment supplies. In this role, the CSA I will field incoming or outgoing calls from patients, care givers, referral sources, or commercial accounts. Provides superior customer service by ensuring accurate and efficient order processing, answering questions appropriately, and resolving issues in a timely and compassionate manner. Job Duties / Essential Functions: - Professionally handle incoming calls from patients, caregivers, and providers. Gather all required data, carefully take orders, assist with any inquiries, and provide excellent customer service. - Validate patient details and enter all information and documentation into the system accurately. - Obtains all appropriate documentation from patient and referral sources including script, PARs, Face to Face notes (F2F) and WOPD prior to dispensing orders. Reaches out to the appropriate party if documentation or information is missing. - Contact patient after receipt of order to verify demographics and insurance coverage. Make edits and adjustments to insurance information according to MedCare’s processes. Follows-up with patient or referral source as needed. - Communicate financial responsibility to patients and family. Process payments and co-pays via credit/debit card or e-check prior to releasing an order. - Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action. If unable to resolve, document it for escalation to the person or department best suited to handle. - Works open to do and task list when assigned. Completes tasks in a timely manner. - Cross-train within the department and be willing to take on a variety of tasks to support the entire department. - All other duties as assigned. Requirements Skills / Qualifications: - High School Diploma or GED. - Previous experience in healthcare or durable medical equipment and supplies preferred. - Demonstrated PC skills with proven data entry experience. - Proficient in MS Office, especially Word and Excel. - Strong organizational and time management skills. - Previous experience dealing with insurance guidelines, medical terminology/diagnosis, and extracting data from EMR’s to expedite order processing preferred. Physical Requirements / Working Conditions: - These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position. - Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation. - Sitting for extended periods of time. - Manual dexterity for typing and writing. - Ability to read small print and view a computer screen for prolonged periods. - Ability to lift, push, pull, or carry objects up to 20 pounds. - Able to wear over-ear headsets for majority of workday.