Customer Experience Lead / Manager

About Blockshoals

BlockShoals Technologies is building digital asset infrastructure for the Philippine market. We operate in a regulated environment, which means consumer protection, disciplined documentation, and getting customer outcomes right are core to how the business runs.

ABOUT THE ROLE

We are hiring a Customer Experience Lead to own the end-to-end experience of our users: front-line support, onboarding assistance, complaint and dispute resolution, and service quality.

This is a build-and-run role. You will design the function and you will do it in a category where a support interaction can carry regulatory weight. You will work closely with Compliance so that escalations, complaints, and regulator or law enforcement requests are handled correctly and on the record.

WHAT YOU WILL DO

- Build and run the customer support function across Tier 1 and Tier 2, including channels, service levels, and tooling

- Support customer onboarding and eKYC, guiding customers through verification and resolving issues that arise

- Own complaint and dispute handling end to end, including escalations involving regulators, law enforcement, and internal Compliance, consistent with consumer protection requirements

- Design the customer journey and the support workflows behind it

- Track and improve CSAT, resolution time, and other service quality metrics

- Establish QA and training standards for the support team, and maintain audit-ready records

- Coordinate with internal Compliance and Operations, and with external partner support teams, so that handoffs are clean and nothing falls between them

WHAT YOU WILL BRING

Required

- 4 to 7 years in customer experience or customer support, including complaint and escalation handling

- Team lead or manager experience preferred

- Experience in fintech, crypto or virtual assets, e-money, or banking; crypto product and operations familiarity is a strong plus

- Familiarity with KYC and onboarding flows and with support tooling such as Zendesk or equivalent

- Bachelor's degree, with strong written and verbal communication

Nice to Have

- Complaints handling in a regulated environment, including regulator or law enforcement escalations

- Experience standing up a support function rather than inheriting one

- Working knowledge of consumer protection requirements in Philippine financial services

HOW TO APPLY

Send your CV to [Confidential Information] with a short note on a support function or escalation process you have built or materially improved. Applications are reviewed on a rolling basis.