Requirements

Position Overview

We are looking for a detail-oriented and proactive Operations & Customer Service Assistant to join our growing team in Latin Ameria (Brazil, Argentina, Mexico etc). The ideal candidate will handle user inquiries, verify KYC documentation, monitor deposits and withdrawals, and ensure compliance with internal risk and security procedures. This role is key to ensuring smooth day-to-day exchange operations while maintaining an exceptional customer experience.

Key Responsibilities

Customer Support

• Handle all incoming customer inquiries via email, live chat, and support tickets in a timely and professional manner.
• Assist users with account-related issues, including registration, login, verification, deposits, withdrawals, trading, and promotions.
• Escalate complex issues to the relevant departments and ensure proper follow-up until resolution.
• Maintain detailed records of all customer interactions and resolutions.

Operational Support

• Monitor user deposits and withdrawals across fiat and crypto channels to ensure timely and accurate processing.
• Review and verify customer KYC (Know Your Customer) documents, ensuring compliance with AML/ CFT guidelines.
• Perform transaction checks using KYT (Know Your Transaction) tools to detect and flag suspicious or high-risk activity.
• Coordinate with the compliance team on risk s, suspicious transactions, or potential fraud cases.
• Assist in preparing operational and compliance reports when required.

Compliance & Security

• Maintain a strong understanding of AML, CFT, and other regulatory requirements in digital asset trading.
• Ensure all operational activities follow internal policies and regulatory guidelines.
• Support the team in enhancing operational workflows, automation tools, and customer verification systems.

Description

Requirements

• Diploma or Bachelor’s Degree in Business Administration, Finance, Accounting, IT, or related fields.

• 1–3 years of experience in customer service, operations, or compliance — preferably in the crypto exchange, fintech, or banking sector.

- Understanding in crypto is a must (even without working experience is OK).

• Strong understanding of blockchain, digital assets, and cryptocurrency trading.

• Experience with KYC/KYT platforms (e.g., Sumsub, Chainalysis, Elliptic, or equivalent) is a strong advantage.

• Excellent written and verbal communication skills in English (additional languages a plus).

• High attention to detail and ability to identify anomalies or suspicious activities.

• Proficient with Excel, CRM systems, and support ticketing tools (e.g., Zendesk, Freshdesk).

• Ability to work independently and collaboratively in a fast-paced, evolving environment