What you'll do
Review multi-channel customer touchpoints, organize regular calibration sessions, and monitor service trends to measure team performance and maintain high CX quality standards.
Conduct weekly 1-on-1 and targeted group coaching sessions to deliver constructive feedback, address performance lapses, and eliminate process gaps across CX teams.
Review and support the onboarding workflow for partner merchants, ensuring rigorous Know Your Business (KYB) compliance, smooth merchant setup, and effective handling of merchant-related escalations.
Analyze customer dissatisfaction data and touchpoint feedback to uncover root causes, identify chatbot/automation integration opportunities, and drive strategies that boost agent efficiency.
Partner with CX leadership, Training, and L&D teams to streamline service delivery standards and document negative scenario handling to ensure team readiness for new product/feature rollouts.
Leverage data visualization tools to analyze quality metrics, highlight operational successes, and present structured, actionable insights to CX leadership to drive continuous business impact
What we expect from you
- Graduate of Business Administration, Management, Finance, Operations, or related field; BPO experience in international financial services, fintech, or digital payments is highly preferred.
Proven track record in Customer Service, Quality Assurance/Audit, and hands-on experience or working knowledge in partner merchant onboarding and KYB processes.
Proficient in Google Suite, support metrics, data visualization, and basic business analytics, with an ability to connect CX performance to key business outcomes (AI/automation experience is a strong plus).
Excellent written and verbal communication skills in both English and Filipino, with high emotional intelligence and skill in delivering tough or constructive feedback.
Exceptional analytical and critical thinking skills under pressure, capable of formulating root-cause solutions and working with minimal supervision in a fast-paced environment.
Highly flexible team player who thrives wearing multiple hats, with strong organizational skills and a proven track record of drive, execution, and ownership.
Skills Required
- Educational background in business administration, management, finance, entrepreneurship, operations, or relevant work experience
- Experience in customer service and QA or any audit-related work
- Proven analytical and critical thinking skills under pressure
- Knowledge of Google Suite programs
- Strong verbal and written communication skills in both English and Filipino
- Great people skills and ability to deliver constructive feedback
- Ability to conduct 1-on-1 and group coaching and run calibration sessions
- Experience with data visualization and understanding of support metrics
- Problem-solving skills to develop strategies improving support quality
- Keen attention to detail and ability to work with minimal supervision
- Track record of ownership, drive, and execution
- Preferably has experience in international BPOs and exposure to financial services/fintech
- Experience in AI
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
