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Head of Customer Experience (PH)
6 months ago | 495 views | 5 applications

Head of Customer Experience (PH)


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

What you'll do

📍As the front of the market, you and the team will arbitrate customer disputes professionally for 📍Investigate user feedbacks and take appropriate actions to keep the marketplace safe and prevent fraudulent activity 📍Create a culture and processes which achieve the business goals and objectives with regard to their customer service 📍Improve Customer Satisfaction, or other Customer Metrics 📍Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholders and peers 📍Improve current whole process and workflow to better serve the customers 📍Make sure customer and complainant surveys are carried out continuously in order to produce timely, up to date information about customer experience across all areas of the business 📍Ensure that learning from complaints is shared within the organization 📍Manage CS team by Identify and providing feedback through 1:1s, effective use of personal development plans, and provision of coaching & development opportunities

What we expect from you

📍Extensive experience in managing operational customer service teams 📍Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets 📍Must have fintech, crypto or financial services experience dealing with retail users 📍Must have at least 2 years of experience in managing a big CS team with over 30 employees 📍Proven Management and/or relationship management experience at a senior, strategic level role 📍Established track record of exceeding targets, KPI, legislative compliant environment 📍Able to adapt and succeed in a changing environment 📍Proactive, and good ownership ability 📍Better to have CS AI experience

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