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
šAs the front of the market, you and the team will arbitrate customer disputes professionally for Coins.ph šInvestigate user feedbacks and take appropriate actions to keep the marketplace safe and prevent fraudulent activity šCreate a culture and processes which achieve the business goals and objectives with regard to their customer service šImprove Customer Satisfaction, or other Customer Metrics šUse Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholders and peers šImprove current whole process and workflow to better serve the customers šMake 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 šEnsure that learning from complaints is shared within the organization šManage 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
šExtensive experience in managing operational customer service teams šStrong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets šMust have fintech, crypto or financial services experience dealing with retail users šMust have at least 2 years of experience in managing a big CS team with over 30 employees šProven Management and/or relationship management experience at a senior, strategic level role šEstablished track record of exceeding targets, KPI, legislative compliant environment šAble to adapt and succeed in a changing environment šProactive, and good ownership ability šBetter to have CS AI experience