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Overview
Join Coins.ph, the leading crypto brand in the Philippines, as a Merchant Onboarding Lead. Drive partner onboarding, ensure compliance, and enhance client satisfaction in a fast-paced environment. *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 Offer
- •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.
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.