About the role
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
- Own the after-sales Partner Solutions function end-to-end, lead and oversee the team's support operations, ensuring partner and client concerns, requests, and tickets are resolved efficiently, within agreed timelines, and with consistently high service quality.
- Build, maintain, and continuously improve Partner Solutions SOPs, frameworks, and processes. Proactively identifying recurring partner issues and operational gaps, and driving the fixes that close them.
- Coach and develop the team through regular 1:1s with associates and specialists, providing guidance, feedback, and day-to-day support on partner support operations.
- Establish, monitor, and report on key partner solution metrics (resolution time, ticket volume, service quality, partner satisfaction/CSAT), and other relevant KPIs.
- Monitor partner activity, engagement, and feedback to spot early signs of dissatisfaction, disengagement, or churn risk, and implement proactive interventions.
- Handle escalated partner concerns and serve as the point of contact for complex or high-impact after-sales matters.
- Collaborate closely with Customer Experience, Compliance, Risk, Product, Technology, and other internal stakeholders to resolve blockers and address partner and operational requirements.
- Perform ad hoc tasks and initiatives as needed to support the team and broader business objectives.
What We Expect from You
- Bachelor's degree in Management, Finance, Business, or a related field (or equivalent practical experience).
- At least 3 years of experience in partner support, account management, client success, or a similar after-sales/service-operations role, with a strong track record of managing client or partner relationships and delivering client-focused solutions.
- Experience leading or managing a team in a supervisory or team lead capacity, with the ability to coach, guide, and develop associates and specialists.
- Strong understanding of service operations, case/ticket management, escalation handling, and process improvement, with the analytical skills to identify operational gaps and implement effective solutions.
- Working proficiency with ticketing/CRM platforms (e.g., Zendesk, Freshdesk, Salesforce, or similar) and reporting tools (e.g., Excel, SQL, or a BI/dashboard tool).
- High level of integrity and sound judgment in handling sensitive partner and financial information.
- Self-motivated, organized, and detail-oriented, with strong ownership of tasks and deliverables, and the ability to work independently in a fast-paced, evolving environment.
- Strong communication and interpersonal skills in English and Filipino, with the ability to coach team members, collaborate across internal stakeholders, and engage confidently with partners.
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.