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Coins.ph is the most established crypto brand in the Philippines, serving over 18 million users through an easy-to-use mobile app for buying, selling, and trading cryptocurrencies and accessing financial services. The company is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and holds both Virtual Currency and Electronic Money Issuer licenses—the first crypto-based company in Asia to achieve this dual regulatory status.
As Partner Solutions Lead, you will own the after-sales partner support function end-to-end. You'll lead and oversee a team responsible for resolving partner and client concerns, requests, and tickets efficiently within agreed timelines while maintaining consistently high service quality.
Key responsibilities include:
- Building, maintaining, and continuously improving Partner Solutions SOPs, frameworks, and processes; proactively identifying recurring issues and operational gaps
- Coaching and developing team members through regular 1:1s, providing guidance, feedback, and day-to-day support on partner support operations
- Establishing, monitoring, and reporting on key metrics (resolution time, ticket volume, service quality, partner satisfaction/CSAT) and other relevant KPIs
- Monitoring partner activity, engagement, and feedback to identify early signs of dissatisfaction, disengagement, or churn risk, and implementing proactive interventions
- Handling escalated partner concerns and serving as the point of contact for complex or high-impact after-sales matters
- Collaborating closely with Customer Experience, Compliance, Risk, Product, Technology, and other internal stakeholders to resolve blockers and address partner and operational requirements
- Supporting ad hoc tasks and initiatives as needed
This role offers meaningful cross-functional collaboration, exposure to a fast-growing organization with expansion plans beyond APAC, and a culture that welcomes data-backed ideas.
REQUIREMENTS:
- Bachelor's degree in Management, Finance, Business, or a related field (or equivalent practical experience)
- At least 3 years of experience in partner support, account management, client success, or similar after-sales/service-operations role, with a strong track record of managing client or partner relationships and delivering client-focused solutions
- Experience leading or managing a team in a supervisory or team lead capacity, with the ability to coach, guide, and develop associates and specialists
- Strong understanding of service operations, case/ticket management, escalation handling, and process improvement, with analytical skills to identify operational gaps and implement effective solutions
- Working proficiency with ticketing/CRM platforms (e.g., Zendesk, Freshdesk, Salesforce, or similar) and reporting tools (e.g., Excel, SQL, or a BI/dashboard tool)
- High level of integrity and sound judgment in handling sensitive partner and financial information
- Self-motivated, organized, and detail-oriented, with strong ownership of tasks and deliverables, and ability to work independently in a fast-paced, evolving environment
- Strong communication and interpersonal skills in English and Filipino, with ability to coach team members, collaborate across internal stakeholders, and engage confidently with partners
