Ombudsman Officer

Job description

**About Us** Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance. Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution. Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services. **Responsibilities** - Act as the principal person in charge of the Ombudsman (Ouvidoria) channel in Brazil. - Operate and maintain the official Ombudsman email and Ombudsman phone line (0800), ensuring service standards required by the Brazilian Central Bank. - Receive, register, instruct, analyze and provide formal and adequate treatment to all demands received through the Ombudsman channel, creating and keeping the minimum mandatory records - Comply with regulatory response deadlines. - Prepare the semiannual qualitative and quantitative Ombudsman report. - 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 time. - Serve as a subject matter expert (SME) for client inquiries, focusing on trade-related issues and investigating trade-related concerns effectively. - Demonstrate proficiency in all the company's all products, utilizing trading knowledge to provide expert-level support and guidance. - Ensure efficient and excellent customer service experience is provided. - 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 integrations). - Continuously seek improvement to enhance team's performance and work efficiency, including overall work process. - Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management. **Requirement** - Ideal candidate possess bachelor degree in finance / economics / international relations / law or any related capacity - Mandatory Ombudsman certification issued by a recognized technical entity (e.g., FEBRABAN, ABBC, ANBIMA or ANCORD). - 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 environments. - 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 channels. - Knowledge of BCB regulation applicable to the Ombudsman function, CDC, LGPD and applicable VASP regulation. - Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position. - Proficient in Portuguese & English in communication and writing in order to liaise with dedicated market counterparts and global teams. - Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms. - 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 hours. **Why Join Us** At Bybit, we are committed to fostering a supportive and enriching work environment. Our benefits include: - Study Growth Fund: We support your professional development and continuous learning. - Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation. - Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world. - Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company. - Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.