About the company
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.
Job Summary
Key Responsibilities
📍Deliver timely and high-quality support to clients via Zendesk and other support channels. 📍Assist clients during onboarding, ensuring smooth adoption of the exchange platform. 📍Troubleshoot and resolve client issues efficiently while maintaining a positive experience. 📍Establish and document CS processes and workflows, laying the foundation for a scalable support team. 📍Monitor customer metrics, including churn, NPS, product adoption, and LTV, and provide actionable insights. 📍Escalate critical issues to Product, Marketing, and CRM teams and collaborate on solutions. 📍Generate reports and updates for the Head of Marketing in Brazil. 📍Share knowledge and best practices with team members and conduct internal training.
Qualifications
📍Solid experience in Customer Service or Support roles, ideally in fintech, crypto, exchanges, or digital assets. 📍Experience using Zendesk or similar platforms such as Intercom or Freshdesk. 📍Fluent in Portuguese and English; Spanish is a plus. 📍Proactive, results-oriented, and able to work independently. 📍Able to follow instructions and collaborate effectively with colleagues. 📍Committed to going beyond basic responsibilities to ensure customer satisfaction. 📍Flexible to work across global time zones, including collaboration with Asia.
If you’re passionate about blockchain and decentralized technologies, explore more opportunities in web3 and cryptocurrency careers.
