Account Management and Crypto Lead
3 weeks ago
Overview
Coins.ph, Taguig, National Capital Region, Philippines
Account Management and Crypto Lead
Join a pioneer crypto brand with a regulated platform offering crypto and financial services to millions of users.
Responsibilities- Client Account Management & Growth — act as the lead point of contact for VIP clients on all account-related matters; build and maintain long-term relationships to drive engagement, satisfaction, and retention; handle daily client concerns with clear, empathetic communication; study and communicate new product features and updates to VIP clients; plan and implement strategies to deliver excellent customer experience; increase trading volume and fee revenue through upselling and onboarding new VIP clients; collaborate with cross-functional teams to execute growth strategies that enhance client activity and wallet share.
- Customer Escalations & Incident Management — supervise the customer escalations team (hiring, coaching, performance evaluation, training, career development); conduct regular 1:1s to address challenges and motivate; ensure escalation processes are followed, link escalations to incidents and problems, analyze impact, and provide recommendations; manage high-risk crypto-related concerns with regulatory, financial, or reputational risk implications; perform root cause analysis on escalated cases and coordinate with internal teams to implement solutions; train team members on handling complex and high-risk concerns in the crypto domain.
- Operations, Policies & Reporting — develop and improve policies, procedures, and workflows for efficient resolution of client concerns; manage workforce, business continuity, and cost-efficient operations; prepare weekly and monthly performance reports; measure customer satisfaction and implement enhancements based on feedback; stay updated with crypto and fintech industry trends to maintain global customer service standards; define, track, and report KPIs and goals in line with business objectives.
- Other Duties — perform ad-hoc tasks or projects as assigned by leadership that may impact business operations and company goals.
- Qualifications
- Proven experience in account management, customer success, or client servicing, ideally with exposure to crypto/fintech or financial services
- Strong background in customer escalations, incident, and problem management
- Demonstrated leadership experience, including team supervision, coaching, and development
- Excellent communication, interpersonal, and problem-solving skills with an empathetic approach to client interactions
- Analytical mindset with the ability to interpret data, generate insights, and propose improvements
- Strategic thinker with the ability to balance client satisfaction, business goals, and operational efficiency
- Deep understanding of crypto products, markets, and industry trends; knowledge of fiat payment processes and support is a plus
Join the Coins Team Now Meaningful collaborations, scalable growth, and a space for bright ideas—Coins encourages data-backed innovation to create impact.
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