The Role
Act as a contact for client accounts, resolve customer issues, prepare reports, enhance client relationships, and collaborate with teams for client engagement.
Summary Generated by Built In
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.
What you'll do
- 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.
What we expect from you
- 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.
- Customer-focused with a passion for delivering exceptional service and building long-term customer relationships.
- Willing to work on a shifting schedule (including morning, mid, and graveyard shifts) as well as weekends and holidays, based on business requirements.
Join the Coins Team Now!
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.
Skills Required
- Bachelor's degree in any field
- Strong analytical skills
- Strong verbal and written communication skills in English and Filipino
- Customer service experience is a plus but not required
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The Company
What We Do
Coins.ph is on a mission to create an open financial system by providing everyone easy access to Web3 and digital assets. Launched in 2014, Coins.ph is the most established crypto brand in the Philippines and has gained the trust of more than 16 million users. Through the easy-to-use mobile app, users can buy and sell a variety of cryptocurrencies and access a wide range of financial services. We're a fast-growing startup looking for passionate, motivated, and exceptional people to join us in doing work that matters. Visit http://coins.ph/careers to learn more
