Coins.ph

Digital wallet, bill payments, crypto trading

Merchant Onboarding Lead

Customer SuccessConfirmed live in the last 24 hours

Full-timeTaguig, Metro Manila, PhilippinesNo salary listedHybrid

About the Job

Requirements

A bachelor's degree in Management, Finance, Business, or equivalent is required.
At least 3 years of experience in customer service, account management, or partner operations is required.
Proven experience in KYB onboarding, partner account management, or related operational workflows is required.
Experience delivering client-focused solutions based on partner needs is required.
Strong planning, analytical, and problem-solving skills are required.
Ability to work independently without close supervision is required.
Trustworthiness, organization, and attention to detail are required.
Flexibility and adaptability in a fast-paced environment are required.
A demonstrated track record of drive, ownership, and execution aligned with Coins.ph's culture is required.
Strong communication skills in English and Filipino are required to guide associates and engage partners effectively.

Responsibilities

Support and lead the operations side of onboarding KYB accounts, ensuring smooth partner onboarding and after-sales support to partners and clients.
Own the KYB onboarding process, proactively following up with stakeholders and removing blockers to ensure efficiency and compliance.
Develop and maintain current SOPs, and conduct regular one-to-one sessions with associates and specialists to guide them and ensure adherence to Partner Solutions SOPs.
Oversee the Partner Support and Onboarding sub-teams under the Partner Solutions team, ensuring efficient workflows, timely ticket resolution, and maintained service quality.
Lead account management associates in building trusted partner relationships aligned with company goals.
Manage the partner support team and ensure partner concerns are addressed promptly and effectively.
Build frameworks and policies for successful partner onboarding, smooth account management, and exceptional client experience.
Establish and maintain key measures of partnership success and overall client satisfaction.
Monitor partner activity to prevent potential disengagement or churn.
Keep current clients satisfied and deliver exceptional day-to-day client service.
Work with internal stakeholders to ensure each partner complies with local and international regulatory standards followed by Coins.
Perform ad hoc tasks as needed to support the team and business objectives.

Join the Pioneer Crypto Brand in the Philippines!

Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.

Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

What you'll do

Support and spearhead the operations side of onboarding KYB accounts, ensuring smooth partner onboarding and excellent after-sales support to partners and clients.

Take full ownership of the KYB onboarding process, proactively chasing all stakeholders and removing blockers to ensure efficiency and compliance.

Develop, maintain, and ensure SOPs are up-to-date, and conduct regular 1:1 sessions with associates and specialists for guidance and adherence to Partner Solutions SOPs.

Oversee the Partner Support and Onboarding sub-teams under the Partner Solutions team, ensuring workflows are efficient, tickets are resolved on time, and service quality is maintained.

Lead account management associates in building trusted relationships with partners to align with overall company goals.

Manage the partner support team, ensuring partner concerns are addressed promptly and effectively.

Build frameworks and policies to ensure successful onboarding of new partners, smooth account management, and an exceptional client experience.

Establish and maintain key metrics of success for partnerships and overall client satisfaction.

Closely monitor partner activity to prevent potential disengagement or churn.

Be responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.

Work with internal stakeholders to ensure each partner is compliant with local and international regulatory standards followed by Coins.

Perform ad hoc tasks as deemed necessary to support the team and business objectives.

What we expect from you

Bachelor’s degree in Management, Finance, Business, or equivalent.

At least 3 years of experience in customer service, account management, or partner operations.

Proven experience in KYB onboarding, partner account management, or related operational workflows.

Experience in delivering client-focused solutions based on partner needs.

Strong planning, analytical, and problem-solving skills.

Self-motivated and highly focused, able to work independently without close supervision.

Highly trustworthy, organized, and detail-oriented.

Flexible and able to adapt to a fast-paced environment.

Demonstrated track record of drive, ownership, and execution, aligned with Coins.ph’s culture.

Strong communication skills in English and Filipino, with the ability to guide associates and engage partners effectively.

Join the Coins Team Now!

Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.

Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.

A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.

About the Company

Coins.ph

Digital wallet, bill payments, crypto trading

Coins.ph is a digital wallet and financial services platform in the Philippines. It lets users pay bills (utilities, government services, telecom), buy mobile load, and trade cryptocurrencies like Bitcoin, Ethereum, and Bitcoin Cash. The service targets individuals who want an easy way to manage money and pay for services, as well as small businesses that need simple payment workflows. Transactions incur small fees, and Coins.ph earns through partnerships and rebates with service providers. A cardless ATM feature allows cash withdrawals without a physical card. The product is designed to be simple and accessible, aiming to make financial tasks fast and convenient. The company’s goal is to provide seamless, all-in-one financial services that expand access to digital money for Filipinos.

Company size: 201-500
Company stage: Series C
Total funding: $40.1M
Headquarters: Manila, Philippines
Founded: 2014

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