Technical Support Leader

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. ### Responsibilities As the Technical Support Leader, you will be responsible for leading the technical support team to provide efficient, professional technical support services for users, partners, and internal teams. You will build and optimize the technical support system, manage the support team’s daily work, ensure timely and effective resolution of technical issues, improve user satisfaction, and provide strong technical support for the stable operation of the platform (digital currency trading, payment services, etc.). This role requires balancing service quality, efficiency, and team development to align with the company’s compliance and business development goals. **Key Responsibilities** - **Team Management & Development** - - Build, manage, and develop the technical support team, formulate team OKRs, performance assessment standards, and talent training plans to improve the team’s professional capabilities and service level. - Arrange daily work assignments for the team, supervise work progress, and handle team performance management, conflict resolution, and staff motivation. - Establish a team knowledge sharing mechanism, organize technical training and skill exchanges to enhance the team’s overall technical support capabilities. - **Technical Support System Construction & Optimization** - - Establish and improve the technical support process (including problem acceptance, classification, disposal, feedback, and closed-loop management) to ensure standardized and efficient handling of support requests. - Optimize the technical support channel (online consultation, phone, email, ticketing system, etc.) to improve the efficiency of problem acceptance and response. - Cooperate with the R&D team to optimize the support system, improve the intelligent response capability, and reduce manual intervention. - **Technical Issue Handling & Coordination** - - Lead the team to handle complex technical issues (such as platform system failures, user operation problems, payment channel exceptions, blockchain-related technical issues, etc.), coordinate internal technical resources (R&D, product, etc.) to promote problem resolution. - Track and analyze technical support data (such as problem types, resolution time, user satisfaction), summarize common problems, and put forward suggestions for product and system optimization. - **User & Partner Support** - - Ensure the team provides professional, timely technical support for platform users (individuals, institutions) and partners, including problem consultation，operation guidance, etc. - Collect user and partner feedback on technical issues, sort out key demands, and coordinate relevant departments to promote improvement. - **Compliance & Risk Control** Ensure that technical support work complies with the company’s regulations and relevant industry norms, and strictly protect user data and transaction information security. - - Cooperate with the compliance team to provide technical support-related compliance materials and respond to regulatory inquiries. - **Cross-departmental Collaboration** Cooperate closely with R&D, product, operation, compliance, and other departments to align technical support work with business development, and promote the optimization of product and system functions based on support feedback. ### Requirements - **Work Experience**: 5+ years of technical support or related work experience, including 2+ years of team management experience (preferably in fintech, digital currency, or payment-related industries). - **Professional Skills**: - - Proficient in computer operation and common technical tools, able to quickly understand and troubleshoot common technical problems (such as system operation, network, blockchain-related basic technical issues). - Familiar with technical support processes and tools (ticketing system, remote assistance tools, etc.), with the ability to guide the team to handle complex technical issues. - **Comprehensive Capabilities**: - - Excellent team management, communication, and coordination skills, able to effectively lead the team to complete work goals. - Strong sense of responsibility, good pressure resistance, and the ability to handle emergency technical problems efficiently. - Proficient in oral and written English, able to communicate with international users/partners smoothly. - **Education Background**: Bachelor’s degree or above in computer science, information technology, electronic engineering, or related majors; relevant professional certifications (such as ITIL, CompTIA) are preferred. #### #### **Preferred Qualifications** - Have experience in technical support management in digital currency, payment, or blockchain-related industries. - Familiar with digital currency trading platforms, blockchain technology, or payment system technical support. - Have experience in building and optimizing technical support teams and systems.