Account Management and Crypto Associate (Fintech)

TL;DR

Account Management and Crypto Associate (Crypto/Fintech): Serve as primary escalation point for complex customer concerns related to crypto transactions, account issues, and platform usage with an accent on efficient resolution through cross-functional collaboration. Focus on monitoring ticket queues, preparing performance reports, and developing strategies to improve customer experience and support quality.

Location: Hybrid in Taguig City, Metro Manila, Philippines. Amenable to shifting schedules including graveyard shifts.

Company

The most established crypto brand in the Philippines with over 18 million users, fully regulated by BSP, offering crypto buying/selling and financial services via mobile app.

What you will do

• Serve as primary escalation point for complex crypto transactions, account issues, and platform inquiries via ticketing system.
• Collaborate with Compliance, Risk, Product, and Engineering teams to investigate and resolve issues.
• Oversee daily inquiries, ensure SLA compliance, and monitor team performance.
• Prepare weekly/monthly reports on performance, trends, and improvements.
• Stay updated on products/processes, train team, and implement customer experience strategies.
• Support account inquiries and improve support workflows/documentation.

Requirements

• 1-2 years in customer support, account management, or crypto/financial operations.
• Bachelor's degree in any field.
• Strong analytical skills and Google Suite knowledge.
• Strong English and Filipino communication skills.
• Flexible, fast-paced environment experience; quick thinking under pressure.
• Meticulous, independent worker with ownership mindset.

Nice to have

• Experience mentoring juniors.
• Technical/customer service in fintech/crypto/financial services.

Culture & Benefits

• Cross-functional collaborations for customer experience impact.
• Scalable growth with APAC expansion and career opportunities.
• Open to data-backed ideas for meaningful changes.