Technical Support Leader

Coins.ph; Malaysia; On-site; MYR 80,000 - 120,000; Full time

Benefits offered by this job

Cross-functional collaboration opportunities

Career advancement opportunities

Culture encouraging innovation

Job summary

Coins.ph is seeking a Technical Support Manager in Malaysia. The role involves managing a technical support team, improving support processes, and coordinating issue resolution with cross-departmental collaboration. Candidates should have over 5 years in technical support, including management experience, preferably in fintech. Proficiency in English and a Bachelor's degree in a related field are required. The position offers career advancement and a culture of innovation.

Qualifications

• 5+ years of technical support experience, with 2+ years managing a team.
• Excellent team management, communication, and coordination skills.
• Experience in fintech or digital currency preferred.

Responsibilities

• Build and manage the technical support team.
• Define and improve the support process and channels.
• Lead the team in handling complex technical issues.

Skills

Team management

Technical troubleshooting

Communication skills

Pressure resistance

Proficient in English

Education

Bachelor’s degree in computer science or related fields

Tools

Ticketing system

Remote assistance tools

Job description

Coins is the most established crypto brand in the Philippines, fully regulated by the Bangko Sentral ng Pilipinas (BSP) and the first ever crypto‑based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses. Through its easy‑to‑use mobile app, >18 million users can buy and sell a variety of cryptocurrencies and access a wide range of financial services.

Key Responsibilities

• Team Management & Development
  • Build, manage and develop the technical support team, formulate OKRs, performance assessment standards and talent training plans.
  • Arrange daily work assignments, supervise progress and handle performance management, conflict resolution and staff motivation.
  • Establish a knowledge‑sharing mechanism and organize technical training and skill exchanges.
• Technical Support System Construction & Optimization
  • Define and improve the support process (problem acceptance, classification, disposal, feedback and closed‑loop management).
  • Optimize support channels (online consultation, phone, email, ticketing system, etc.).
  • Co‑operate with R&D to enhance the support system, improve intelligent response capability and reduce manual intervention.
• Technical Issue Handling & Coordination
  • Lead the team in handling complex technical issues (platform failures, user operation problems, payment channel exceptions, blockchain‑related issues).
  • Coordinate internal resources (R&D, product, etc.) to promote problem resolution.
  • Track and analyze support data, summarize common problems and propose product and system optimizations.
• User & Partner Support
  • Provide professional, timely technical support for platform users (individuals and institutions) and partners.
  • Collect and sort user and partner feedback, coordinate relevant departments for improvement.
• Compliance & Risk Control
  • Ensure all support work complies with company regulations and industry norms.
  • Protect user data and transaction security.
  • Provide compliance‑related support materials and respond to regulatory inquiries.
• Cross‑departmental Collaboration
  • Co‑operate closely with R&D, product, operation, compliance and other departments to align support with business development.
  • Use support feedback to drive product and system optimization.

Requirements

• Work Experience: 5+ years of technical support or related 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 troubleshoot system operation, network and basic blockchain issues.
  • Familiar with support processes and tools (ticketing system, remote assistance tools, etc.), and able to guide the team in handling complex issues.
• Comprehensive Capabilities
  • Excellent team management, communication and coordination skills.
  • Strong sense of responsibility, good pressure resistance and ability to handle emergency technical problems efficiently.
  • Proficient in oral and written English, able to communicate with international users/partners.
• Education Background: Bachelor’s degree or above in computer science, information technology, electronic engineering or related fields; relevant certifications (e.g., ITIL, CompTIA) are preferred.
• Preferred Qualifications
  • Experience in technical support management in digital currency, payment or blockchain industries.
  • Familiarity with digital currency trading platforms, blockchain technology or payment system support.
  • Experience in building and optimizing technical support teams and systems.

Benefits

• Cross‑function collaboration with key teams to improve customer experience.
• Opportunities for career advancement as the company expands beyond APAC.
• Culture encouraging innovation backed by data and impact.