Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Account Management and Crypto Associate
Location: Taguig City, Metro Manila, Philippines
Employment Type: Full-time Employee
Work Location: Hybrid
Join the Pioneer Crypto Brand in the Philippines!
Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.
Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.
Responsibilities
- Serve as a primary escalation point for complex customer concerns related to crypto transactions, account issues, platform usage, and other related inquiries handled through the ticketing system.
- Work closely with cross-functional teams such as Compliance, Risk, Product, and Engineering to investigate and resolve customer issues efficiently.
- Oversee and support the handling of daily customer inquiries, ensuring responses are accurate, professional, empathetic, and aligned with company policies.
- Monitor ticket queues and team performance to ensure service level agreements (SLAs) and response time targets are consistently met.
- Prepare weekly and monthly reports that track team performance, ticket trends, resolution times, and operational pain points to identify opportunities for improvement.
- Stay updated on new product features, platform updates, and crypto-related processes, and ensure the team is properly informed and trained.
- Develop and implement strategies to improve customer experience, ticket resolution efficiency, and support quality.
- Support account-related inquiries, ensuring customers receive proper guidance on platform features, transaction processes, and account concerns.
- Collaborate with internal teams to improve support workflows, documentation, and operational processes related to crypto transactions.
- Perform other related duties and ad-hoc operational tasks as required.
Requirements
- 1-2 years of experience in customer support, account management, or crypto/financial operations.
- Bachelor's degree in any field.
- Strong analytical skills and working knowledge of Google Suite programs.
- Strong verbal and written communication skills in both English and Filipino.
- Highly flexible, able to wear multiple hats and thrive in a fast-paced work environment.
- Thinks quickly under pressure and resolves complex issues efficiently without being overwhelmed.
- Meticulous, detail-oriented, and able to work independently with minimal supervision.
- Demonstrated drive, ownership, and execution mindset with a proven track record of results.
- Experience mentoring, supporting, or guiding junior team members is preferred.
- Technical and customer service experience in fintech, crypto, or financial services is a plus.
- Amenable to shifting schedules: (morning, mid-shift, and graveyard shifts)
We Offer
- Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
- Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
- A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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