Join the Pioneer Crypto Brand in the Philippines!

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

Support and spearhead the operations side of onboarding KYB accounts, ensuring smooth partner onboarding and excellent after-sales support to partners and clients
Take full ownership of the KYB onboarding process, proactively chasing all stakeholders and removing blockers to ensure efficiency and compliance
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
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
Lead account management associates in building trusted relationships with partners to align with overall company goals
Manage the partner support team, ensuring partner concerns are addressed promptly and effectively
Build frameworks and policies to ensure successful onboarding of new partners, smooth account management, and an exceptional client experience
Establish and maintain key metrics of success for partnerships and overall client satisfaction
Closely monitor partner activity to prevent potential disengagement or churn
Be responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
Work with internal stakeholders to ensure each partner is compliant with local and international regulatory standards followed by Coins
Perform ad hoc tasks as deemed necessary to support the team and business objectives

What We Expect From You

Bachelor's degree in Management, Finance, Business, or equivalent
At least 3 years of experience in customer service, account management, or partner operations
Proven experience in KYB onboarding, partner account management, or related operational workflows
Experience in delivering client-focused solutions based on partner needs
Strong planning, analytical, and problem-solving skills
Self-motivated and highly focused, able to work independently without close supervision
Highly trustworthy, organized, and detail-oriented
Flexible and able to adapt to a fast-paced environment
Demonstrated track record of drive, ownership, and execution, aligned with Coins.ph's culture
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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Merchant Onboarding Lead