{"id":1580272,"url":"https://alion.io/job/bybit-ombudsman-officer","title":"Ombudsman Officer","company":{"id":47455,"name":"Bybit","domain":"bybit.com","url":"https://alion.io/company/bybit","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":20,"ghost_share":0,"stale_share":0.65,"repost_share":0,"time_to_fill_p50_days":52,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Finance","role_family":"Finance","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brazil"],"countries":["BR"],"hiring_countries":["BR"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":66000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2932},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-06-08T07:10:33Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-21T07:54:34Z","board_verified":false,"closed_at":"2026-10-21T07:54:34Z","days_open":135,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":135},"description":"About Us\nEstablished 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.\nOur 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.\nToday, 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.\nResponsibilities\nAct as the principal person in charge of the Ombudsman (Ouvidoria) channel in Brazil.\n\nOperate and maintain the official Ombudsman email and Ombudsman phone line (0800), ensuring service standards required by the Brazilian Central Bank.\n\nReceive, register, instruct, analyze and provide formal and adequate treatment to all demands received through the Ombudsman channel, creating and keeping the minimum mandatory records\n\nComply with regulatory response deadlines.\n\nPrepare the semiannual qualitative and quantitative Ombudsman report.\n\nProvide 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.\n\nManage the Reclame Aqui channel, responding to complaints within SLAand keeping the company's score above 8.0.\n\nEnsure frontline operations are smooth within the ombudsman channels (email + telephone), including flagging out any necessary discrepancy or situational risk to management on time.\n\nServe as a subject matter expert (SME) for client inquiries, focusing on trade-related issues and investigating trade-related concerns effectively.\n\nDemonstrate proficiency in all the company's all products, utilizing trading knowledge to provide expert-level support and guidance.\n\nEnsure efficient and excellent customer service experience is provided.\n\nDiligently 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 PSPintegrations).\n\nContinuously seek improvement to enhance team's performance and work efficiency, including overall work process.\n\nPossess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management.\n\nRequirement\nIdeal candidate possess bachelor degree in finance / economics / international relations / law or any related capacity\n\nMandatory Ombudsman certification issued by a recognized technical entity (e.g., FEBRABAN, ABBC, ANBIMA or ANCORD).\n\nPreferably 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.\n\nAdvantageous 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.\n\nKnowledge of BCB regulation applicable to the Ombudsman function, CDC, LGPD and applicable VASPregulation.\n\nSomeone with sharp acumen and keen eyes with numbers and statistics is ideal for this position.\n\nProficient in Portuguese & English in communication and writing in order to liaise with dedicated market counterparts and global teams.\n\nPossess great passion to develop knowledge and a long-term career in fintech/crypto trading firms.\n\nTeam 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.\n\nAble to perform 5 days' rotational shift work including weekends & Public Holidays, with availability to attend the Ombudsman phone line during business hours.\n\nWhy Join Us\nAt Bybit, we are committed to fostering a supportive and enriching work environment. \nOur benefits include:\n- Study Growth Fund: We support your professional development and continuous learning.\n- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.\n- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.\n- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.\n- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.","description_format":"text","description_chars":5316,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Portuguese","level":"Advanced (C1)","optional":true},{"language":"English","level":"All levels","optional":true}]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain & Crypto","Cryptocurrencies","Crypto Exchanges"],"lifecycle":[{"event":"open","at":"2026-10-01T12:47:23Z"},{"event":"close","at":"2026-10-21T07:54:34Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/bybit-ombudsman-officer","json_url":"https://alion.io/job/bybit-ombudsman-officer.json","meta":{"generated_at":"2026-10-22T02:41:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2230,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":47455},"rest":"https://alion.io/mcp/rest/get_company?id=47455"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbybit-ombudsman-officer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbybit-ombudsman-officer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbybit-ombudsman-officer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bybit-ombudsman-officer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbybit-ombudsman-officer"}]}