Operations Associate

2 days ago

Manila, National Capital Region, Philippines Offramp Labs Full time ₱1,200,000 - ₱3,600,000 per year

Offramp

is building a global USD account for emerging markets by combining the best of traditional financial rails and crypto. We're backed by leading venture capital firms including Alliance DAO, Orange DAO, and have recently raised a pre-Series A round from other tier-1 crypto VC firms.

We've entered a high-growth phase and are now seeking an
Operations Associate

for an early morning shift to support our goal of providing 24/7 live customer support. In this role, you'll be tasked with maintaining excellent and professional customer handling by addressing user issues and concerns and working with cross-functional teams to provide empirical feedback to improve our product. Ideally (although not required), you've worked at a web3, fintech, or startup company.

Role Overview:

You'll support the delivery of an excellent customer experience by ensuring adherence to established SOPs, assisting in refining processes where needed, and providing consistent feedback to improve workflows. You'll work closely with the Operations Manager, Paul, to prepare the company for a possible 10x growth in our customer base.

What we offer:

High growth, fulfilling work, an attractive salary + stock option package, great (and low ego) colleagues, and the opportunity to be a crucial member of a world-class startup being built at the heart of Manila.

Key Responsibilities:

  • Customer Support (L1 & L2):

Address customer inquiries, resolve product issues, manage complaints with professionalism and efficiency, and escalate appropriately. Use Zendesk effectively and help optimize it for greater efficiency.
- Solution Delivery:

Provide timely, appropriate solutions and alternatives to customers, ensuring all concerns are followed up on and resolved.
- Record Keeping:

Maintain accurate records of customer interactions, process customer accounts, and ensure all relevant documents are filed appropriately.
- Policy Adherence:

Follow established communication procedures, guidelines, and company policies to ensure consistency and quality in service delivery.
- Collaboration:

Work closely with the Operations Manager to ensure alignment with company standards and regulatory requirements in customer service and management.
- Metrics-Driven Focus:

Track and prioritize tasks and solutions using relevant metrics to identify key issues and inform process improvements.
- Flexibility in Work Hours:

Willing to work 10:00 PM–6:00 AM Manila time (covering Latin American time zones) and weekends as required to support our customers.

Who we're looking for:

  • Education:

Bachelor's degree (or higher) from a top university.
- Experience:

Minimum of 1-3 years in an Operations Associate or similar customer-facing role at a web3, fintech, or startup company.
- Empathy:

High empathy and advocacy for customers, thriving in a fast-paced environment without losing a sense of urgency.
- Language Skills:

Fluent in English with excellent communication, writing, and interpersonal skills.
- Patience & Composure:

Ability to maintain a calm, patient demeanor in high-pressure or stressful situations.
- Attention to Detail:

Demonstrated focus on accuracy and attention to detail in all tasks and interactions.
- Interest in Fintech & Blockchain:

A genuine interest in fintech and blockchain technology is a plus.

Please send over your CV to with the title "Application - Operations Associate".

We'll promptly reach out to all qualified candidates for a 1st round interview.

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