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Join Coins as a Technical Support Leader to manage a team providing professional technical support for users and partners in the crypto space. Lead system optimization and ensure compliance while enhancing user satisfaction.
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.
Key Responsibilities
- Build, manage, and develop the technical support team.
- Formulate team OKRs, performance assessment standards, and talent training plans.
- Arrange daily work assignments and supervise work progress.
- Establish a team knowledge sharing mechanism and organize technical training.
- Establish and improve the technical support process.
- Optimize the technical support channel.
- Lead the team to handle complex technical issues.
- Track and analyze technical support data.
- Ensure professional, timely technical support for platform users and partners.
- Ensure compliance with company regulations and industry norms.
- Cooperate closely with other departments.
Requirements
- 5+ years of technical support or related work experience, including 2+ years of team management experience.
- Proficient in computer operation and common technical tools.
- Familiar with technical support processes and tools.
- Excellent team management, communication, and coordination skills.
- Strong sense of responsibility and good pressure resistance.
- Proficient in oral and written English.
- Bachelor’s degree or above in computer science, information technology, or related majors; relevant professional certifications are preferred.
- Preferred experience in technical support management in digital currency or payment industries.
Conditions
- Join a fast-growing organization with opportunities for career advancement.
- Work cross-functionally to improve customer experience.
- Be part of a culture that welcomes new ideas backed by data.