Partner Solutions Lead (Crypto)

Location: Hybrid in Taguig City, Metro Manila, Philippines

Company

Established cryptocurrency and financial services platform serving more than 18 million users in the Philippines, regulated by the Bangko Sentral ng Pilipinas.

What you will do

• Lead the after-sales Partner Solutions function and oversee support operations, ensuring timely and high-quality resolution of partner and client concerns.
• Build and improve partner support SOPs, frameworks, processes, and escalation workflows.
• Coach and develop associates and specialists through regular one-to-ones, feedback, and operational guidance.
• Define, monitor, and report on resolution time, ticket volume, service quality, partner satisfaction, and other KPIs.
• Identify dissatisfaction, disengagement, and churn risks, while handling complex and high-impact escalations.
• Collaborate with Customer Experience, Compliance, Risk, Product, Technology, and other stakeholders to resolve operational blockers.

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 after-sales service operations.
• Experience leading or supervising a team, including coaching and developing team members.
• Strong understanding of service operations, ticket management, escalation handling, and process improvement.
• Working proficiency with ticketing or CRM platforms such as Zendesk, Freshdesk, or Salesforce, plus reporting tools such as Excel, SQL, or BI dashboards.
• Strong communication skills in English and Filipino are required.

Culture & Benefits

• Full-time employment in a hybrid work environment.
• Cross-functional collaboration focused on improving customer experience.
• Opportunities for career advancement within a fast-growing organization expanding beyond APAC.
• A data-informed culture that supports ideas leading to meaningful operational changes.