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
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Support and spearhead the operations side of onboarding KYB accounts, ensuring smooth partner onboarding and excellent after-sales support to partners and clients.
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Take full ownership of the KYB onboarding process, proactively chasing all stakeholders and removing blockers to ensure efficiency and compliance.
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Develop, maintain, and ensure SOPs are up-to-date, and conduct regular 1:1 sessions with associates and specialists for guidance and adherence to Partner Solutions SOPs.
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Oversee the Partner Support and Onboarding sub-teams under the Partner Solutions team, ensuring workflows are efficient, tickets are resolved on time, and service quality is maintained.
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Lead account management associates in building trusted relationships with partners to align with overall company goals.
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Manage the partner support team, ensuring partner concerns are addressed promptly and effectively.
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Build frameworks and policies to ensure successful onboarding of new partners, smooth account management, and an exceptional client experience.
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Establish and maintain key metrics of success for partnerships and overall client satisfaction.
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Closely monitor partner activity to prevent potential disengagement or churn.
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Be responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
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Work with internal stakeholders to ensure each partner is compliant with local and international regulatory standards followed by Coins.
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Perform ad hoc tasks as deemed necessary to support the team and business objectives.
What we expect from you
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Bachelor’s degree in Management, Finance, Business, or equivalent.
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At least 3 years of experience in customer service, account management, or partner operations.
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Proven experience in KYB onboarding, partner account management, or related operational workflows.
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Experience in delivering client-focused solutions based on partner needs.
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Strong planning, analytical, and problem-solving skills.
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Self-motivated and highly focused, able to work independently without close supervision.
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Highly trustworthy, organized, and detail-oriented.
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Flexible and able to adapt to a fast-paced environment.
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Demonstrated track record of drive, ownership, and execution, aligned with Coins.ph’s culture.
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Strong communication skills in English and Filipino, with the ability to guide associates and engage partners effectively.
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.