Technical Support Manager (Crypto)

TL;DR

Technical Support Manager (Crypto): Leading and optimizing the technical support team to provide professional services for users and partners with an accent on system construction, issue resolution, and blockchain-related technical support. Focus on building standardized support processes, coordinating with R&D for platform stability, and enhancing user satisfaction within a regulated fintech environment.

Location: Hybrid (Taguig City, Metro Manila, Philippines)

Company

hirify.global is the most established and fully regulated crypto brand in the Philippines, serving over 18 million users through a mobile app for cryptocurrency trading and financial services.

What you will do

• Build and develop the technical support team, including formulating OKRs, performance standards, and talent training plans.
• Establish and optimize support processes and channels (ticketing, email, phone) to ensure standardized and efficient handling of requests.
• Lead the resolution of complex technical issues involving platform failures, payment exceptions, and blockchain-related problems.
• Analyze support data to identify common issues and propose product and system optimizations to the R&D and Product teams.
• Ensure all technical support operations comply with company regulations and industry norms, strictly protecting user data security.
• Collaborate cross-functionally with R&D, product, operations, and compliance departments to align support with business development.

Requirements

• 5+ years of technical support experience, including 2+ years of team management experience.
• Experience in fintech, digital currency, or payment-related industries.
• Proficiency in troubleshooting system operations, networks, and basic blockchain technical issues.
• Bachelor’s degree in Computer Science, Information Technology, Electronic Engineering, or related majors.
• Proficient in oral and written English for smooth communication with international partners.
• Must be based in or able to work hybrid in Taguig City, Philippines.

Nice to have

• Professional certifications such as ITIL or CompTIA.
• Deep familiarity with digital currency trading platforms and blockchain technology.
• Proven experience in building and optimizing technical support teams from the ground up.

Culture & Benefits

• Opportunity to work cross-functionally and create a direct impact on customer experience.
• Scalable growth potential within a fast-growing organization expanding its presence outside APAC.
• Innovative culture that welcomes data-backed ideas to drive meaningful changes.