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:
šStrategic Leadership: šDevelop and implement comprehensive customer service strategies aligned with company objectives šEstablish and monitor KPIs to measure team performance and customer satisfaction metrics (CSAT, NPS, FCR) šDrive continuous improvement initiatives to enhance service quality and efficiency šTeam Management: šLead, mentor, and develop a multidisciplinary customer service organization šOversee recruitment, training, and performance management of customer service teams šFoster a customer-centric culture and promote professional development across the organization šOperational Excellence: šManage daily operations across all support channels (phone, email, chat, social media) šOptimize resource allocation and workforce management to ensure adequate coverage šDevelop and maintain standard operating procedures and quality assurance programs šStakeholder Management: šCollaborate with cross-functional leaders to address customer needs and improve overall experience šPresent regular performance reports and strategic recommendations to executive leadership šServe as the executive escalation point for critical customer issues šTechnology & Innovation: šOversee customer service technology stack (CRM, helpdesk software, AI tools) šIdentify and implement innovative solutions to enhance customer experience šManage departmental budget and technology investments
Qualifications:
šExperience: š10+ years in customer service leadership roles, with at least 5 years at director level šProven experience managing large, global customer service teams šBackground in [Industry, e.g., SaaS, E-commerce, FinTech] preferred Skills: šExceptional leadership and team development capabilities šStrong analytical and data-driven decision making skills šExcellent communication and stakeholder management abilities šDeep understanding of customer service technologies and trends šBudget management and financial acumen šEducation: šBachelor's degree in Business Administration or related field šMaster's degree or relevant professional certifications preferred
The future of finance is here ā whether youāre interested in blockchain, cryptocurrency, or remote web3 jobs, thereās a perfect role waiting for you.
