Partner Solutions Lead

Job description

***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 - Own the after-sales Partner Solutions function end-to-end, lead and oversee the team's support operations, ensuring partner and client concerns, requests, and tickets are resolved efficiently, within agreed timelines, and with consistently high service quality. - Build, maintain, and continuously improve Partner Solutions SOPs, frameworks, and processes. Proactively identifying recurring partner issues and operational gaps, and driving the fixes that close them. - Coach and develop the team through regular 1:1s with associates and specialists, providing guidance, feedback, and day-to-day support on partner support operations. - Establish, monitor, and report on key partner solution metrics (resolution time, ticket volume, service quality, partner satisfaction/CSAT), and other relevant KPIs. - Monitor partner activity, engagement, and feedback to spot early signs of dissatisfaction, disengagement, or churn risk, and implement proactive interventions. - Handle escalated partner concerns and serve as the point of contact for complex or high-impact after-sales matters. - Collaborate closely with Customer Experience, Compliance, Risk, Product, Technology, and other internal stakeholders to resolve blockers and address partner and operational requirements. - Perform ad hoc tasks and initiatives as needed to support the team and broader business objectives. ### What We Expect from You - Bachelor's degree in Management, Finance, Business, or a related field (or equivalent practical experience). - At least 3 years of experience in partner support, account management, client success, or a similar after-sales/service-operations role, with a strong track record of managing client or partner relationships and delivering client-focused solutions. - Experience leading or managing a team in a supervisory or team lead capacity, with the ability to coach, guide, and develop associates and specialists. - Strong understanding of service operations, case/ticket management, escalation handling, and process improvement, with the analytical skills to identify operational gaps and implement effective solutions. - Working proficiency with ticketing/CRM platforms (e.g., Zendesk, Freshdesk, Salesforce, or similar) and reporting tools (e.g., Excel, SQL, or a BI/dashboard tool). - High level of integrity and sound judgment in handling sensitive partner and financial information. - Self-motivated, organized, and detail-oriented, with strong ownership of tasks and deliverables, and the ability to work independently in a fast-paced, evolving environment. - Strong communication and interpersonal skills in English and Filipino, with the ability to coach team members, collaborate across internal stakeholders, and engage confidently with partners.