About this role
Job title: Customer Care Analyst
What You'll Do
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Handle user inquiries via chat and email (and other support channels as needed), ensuring clear, complete, and well-explained responses.
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Adapt each response to the user’s context (avoiding generic or copy/paste answers).
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Prioritize effectively when handling multiple cases at the same time, without compromising quality.
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Decide when to resolve, when to escalate, and when to go one step further.
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Identify recurring issues and act on them (not treating them as isolated cases).
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Anticipate user needs and reduce re-contacts.
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Identify bugs, friction points, or anything that is not working properly.
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Move across different tools to find and validate the information you need.
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Use data (dashboards, simple queries, or internal tools) to better understand cases.
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Contribute ideas to improve processes, responses, and the overall experience.
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What We're Looking For
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Experience in customer support (fintech, crypto, or digital products is a big plus).
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Strong written communication: clear, simple, and to the point.
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Ability to work independently (without needing step-by-step instructions).
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Strong prioritization skills in high-demand environments.
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Comfortable using multiple tools at the same time.
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Ability to quickly learn new tools on your own.
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Comfortable working with data (e.g., understanding a query or retrieving information from databases).
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Ability to stay clear-headed and maintain good judgment under pressure.
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Proactive attitude and strong sense of ownership.
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Intermediate English (reading and writing).
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Reside in Mexico, Perú, Bolivia, or Venezuela
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Be available to work during afternoon/evening hours
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Nice to Have
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Experience in high-volume support teams.
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Experience with tools like Zendesk/Intercom, Slack, Notion, or Google Workspace.
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Experience working with dashboards or data tools.
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Experience identifying patterns in user feedback and proposing improvements.
What We Offer
- 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
At belo, we're redefining financial services for LatAm and beyond. Join us to protect the tools people need to thrive in the modern economy.