Onbudsman Officer

About Us Established in March 2018, Bybit is one of the fastest growing cryptocurrency derivatives exchanges, with more than 70 million registered users. We offer a professional platform where crypto traders can find an ultra-fast matching engine, excellent customer service and multilingual community support. We provide innovative online spot and derivatives trading services, mining and staking products, as well as API support, to retail and institutional clients around the world, and strive to be the most reliable exchange for the emerging digital asset class.

Our core values define us. We listen, care, and improve to create a faster, fairer, and more humane trading environment for our users. Our innovative, highly advanced, user-friendly platform has been designed from the ground-up using best-in-class infrastructure to provide our users with the industry's safest, fastest, fairest, and most transparent trading experience. Built on customer-centric values, we endeavour to provide a professional, 24/7 multi-language customer support to help in a timely manner

As of today, Bybit is one of the most trusted, reliable, and transparent cryptocurrency derivatives platforms in the spac

e. Responsibilit ies:Act as the principal person in charge of the Ombudsman (Ouvidoria) channel in Bra zil.Operate and maintain the official Ombudsman email and Ombudsman phone line (0800), ensuring service standards required by the Brazilian Central B ank.Receive, register, instruct, analyze and provide formal and adequate treatment to all demands received through the Ombudsman channel, creating and keeping the minimum mandatory rec ordsComply with regulatory response deadli nes.Prepare the semiannual qualitative and quantitative Ombudsman rep ort.Provide support to the Brazilian team on all Central Bank mandatory matters related to the Ombudsman channel, acting as the technical and operational reference for the function and liaising with Compliance, Legal, Internal Audit and SAC.Manage the Reclame Aqui channel, responding to complaints within SLA and keeping the company's score above 8.0.Ensure frontline operations are smooth within the ombudsman channels (email + telephone), including flagging out any necessary discrepancy or situational risk to management on t ime.Serve as a subject matter expert (SME) for client inquiries, focusing on trade-related issues and investigating trade-related concerns effectiv ely.Demonstrate proficiency in all the company's all products, utilizing trading knowledge to provide expert-level support and guida nce.Ensure efficient and excellent customer service experience is provi ded.Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients, with particular attention to on/off-ramp issues in Brazil (Pix, BRL deposits/withdrawals, fiat-crypto conversions and local PSP integratio ns).Continuously seek improvement to enhance team's performance and work efficiency, including overall work proc ess.Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for managem

ent. Require ment:Ideal candidate possess bachelor degree in finance / economics / international relations / law or any related cap acityMandatory Ombudsman certification issued by a recognized technical entity (e.g., FEBRABAN, ABBC, ANBIMA or ANC ORD).Preferably candidates with 3-5 years of customer service experience, trained in frontline operations (Live Chat and Email) and ideally within financial institutions or fintech environm ents.Advantageous for candidates with experience working in financial institutions, fintech, payment institutions, CTVM/DTVM, VASPs (Virtual Asset Service Providers) or in Ombudsman/SAC level 2/Consumer Defense chan nels.Knowledge of BCB regulation applicable to the Ombudsman function, CDC, LGPD and applicable VASP regula tion.Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this posi tion.Proficient in Portuguese & English in communication and writing in order to liaise with dedicated market counterparts and global t eams.Possess great passion to develop knowledge and a long-term career in fintech/crypto trading f irms.Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance, with impartial, ethical and independent posture required by the Ombudsman role.Able to perform 5 days' rotational shift work including weekends & Public Holidays, with availability to attend the Ombudsman phone line during business h

ours.