Merchant Onboarding Lead

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.