Associate Manager Customer Support

TL;DR

Associate Manager, Customer Support (Crypto): Leading and optimizing a customer support team focused on enhancing operational efficiency and customer satisfaction within the crypto financial system. Focus on driving data-backed business decisions, ensuring compliance, and mentoring high-performing teams in a fast-paced environment.

Location: This role requires full-time, in-office presence at our Manila, Philippines location.

Salary: ₱2,652,300—₱2,652,300 PHP (annual base)

Company

hirify.global is a prominent company dedicated to increasing economic freedom globally by building an onchain platform for the future financial system.

What you will do

• Lead a team of high-performing customer service specialists across multiple channels (phone, messaging, email).
• Manage and support initiatives aimed at improving operations through automation, elimination, and optimization.
• Act as a trusted point of contact for escalations and high-priority issues within your scope.
• Achieve SLAs, productivity, and quality metrics for your line of business and team members.
• Collaborate cross-functionally with Program, Quality, Training, and Product teams to improve workflows.
• Provide leadership and mentorship across key areas like performance management, learning & development.

Requirements

• This role requires full-time, in-office presence at our Manila location.
• Minimum 8 years of relevant experience in financial services, technology, and/or customer support.
• Minimum 5 years of people management experience in an operations environment.
• Excellent track record of leading engaged, high-performing teams and using metrics for business decisions.
• Ability to work shifts on weekends and outside of the "standard" work day, as crypto is a 24/7/365 business.
• Excellent communication skills (written and verbal) are essential.
• Must be customer-obsessed and motivated by hirify.global’s mission.

Nice to have

• Experience at crypto exchanges or in financial services (payments, trading operations, or technical support).
• Advanced experience in project management, analytics, or quality assurance.
• Advanced degree in business, finance, customer experience, and/or blockchain.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

Culture & Benefits

• Medical & Dental insurance covered at 100% for employees and dependents.
• Group Personal Accidental Insurance and Group Term Life Insurance (24 times basic monthly salary).
• Wellness Stipend, Mobile/Internet Reimbursement, and Learning and Development Allowance.
• Employee Assistance Program and Global Traveler Medical Policy.
• Generous Time Off/Leave Policy.
• Intense work culture demanding the best, with in-person participation required multiple times annually for offsites.