Transaction and Accounts Lead

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:Lead and mentor a team of Transaction and Accounts Associates handling customer inquiries and concerns across email, social media, and transaction-related workflowsOversee day-to-day operations to ensure all customer interactions are managed efficiently, accurately, and in alignment with company standards and compliance requirementsMonitor and analyze workflow performance across channels (email, social media, transactions) to ensure timely responses, quality resolutions, and a consistent customer experienceIdentify recurring issues, process bottlenecks, and opportunities for improvement; implement strategies to enhance service delivery and operational efficiencyAct as the main point of escalation for complex or high-priority customer cases, ensuring swift and appropriate resolutionCollaborate with internal teams such as Compliance, Marketing, and Product to streamline processes, enhance customer communication, and align service delivery with business goalsEnsure full compliance with BSP regulations, consumer protection guidelines, and internal security policies across all customer touchpointsPrepare and present regular reports on team performance, workflow metrics, and customer feedback to managementFoster a high-performance and collaborative team culture through effective coaching, feedback, and performance managementPerform other related duties and ad-hoc projects as assignedWhat we expect from you:Bachelor’s degree in Management, Finance, Business, or equivalentMinimum of 3-5 years of experience in customer service, account management, or financial operations, with at least 1-2 years in a team lead or supervisory capacityProven experience managing multi-channel workflows (email, social media, transactions) in a fast-paced environmentExcellent English communication skills, both verbal and writtenStrong leadership, analytical, and decision-making abilitiesHighly organized, detail-oriented, and capable of managing multiple priorities simultaneouslySkilled in performance monitoring, reporting, and process improvementKnowledge of compliance and consumer protection regulations, preferably within the financial services or fintech industryFlexible and adaptable to shifting schedules, including graveyard and weekend shiftsPassionate about delivering excellent customer experiences and contributing to continuous operational improvementJoin 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. 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.