Associate, Customer Success

PDAX; Pasig; On-site; PHP 335,000 - 469,000; Full time

Job summary

PDAX is seeking a Customer Success Associate in the Philippines to handle day-to-day customer service across multiple channels, resolve concerns, and ensure smooth interactions. The role emphasizes strong communication, product knowledge, and proactive problem solving to keep clients satisfied.

The position requires a Bachelor’s Degree and knowledge of blockchain or trading, with the ability to multitask, work under pressure, and operate in a fast-changing regulatory environment.

Qualifications

• Bachelor’s Degree, preferably related to communications.
• Knowledgeable of Blockchain or has trading experience.
• Able to multitask and work under pressure.
• High level of English and Filipino.
• Willing to work in shifts, weekends, and holidays.

Responsibilities

• Provide support for clients across multiple channels and resolve issues.
• Investigate, troubleshoot, and respond to customer concerns.
• Identify needs and provide updates, solutions, and resolutions.
• Collaborate with Customer Success and internal teams on escalations.
• Deliver excellent service and build sustainable relationships.
• Assist in data automation and process improvements.
• Monitor engagement and identify opportunities to strengthen client relations.
• Manage account security features upon client request
• Coordinate with KYC team on account-related concerns
• Analyze data trends and escalate suspicious transactions per AML rules
• Perform any other function assigned by leadership

Skills

Blockchain knowledge

Customer service

Time management

English proficiency

Filipino proficiency

Attention to detail

Team player

Education

Bachelor’s Degree

Job description

About PDAX

At PDAX, we believe that the future of money is digital, and our mission is to empower all Filipinos to grow their wealth through blockchain technology.

As one of the first crypto firms in the Philippine market, we feel a sense of duty to our users and to the ecosystem to set the standard for safety, ease of access, and reliability. We expect our team to share in this responsibility and cherish our vision of a more open and equitable financial system.

We are looking for new team members that are passionate about cryptocurrency, want to work in a disruptive, fast-growing industry, and thrive in a start-up environment.

If this sounds like you, then we’d love to talk!

About The Role

A Customer Success Associate handles day-to-day customer service activities including providing product and service information, assisting customers with their concerns, and resolving problems raised by customers. With superior customer service and excellent communication skills, he/she manages multiple channels of communication with customers and sees through the entire process of concerns until resolution.

Roles and Responsibilities

• Responsible for providing support for clients by investigating, troubleshooting, and resolving customer issues across multiple support channels (e-mails, social media, and other digital distribution platforms).
• Manage and respond to incoming communications from clients on concerns and escalations.
• Accurately identify and assess customer needs and provide updates, solutions, and resolutions to achieve satisfaction in accordance with proper communication guidelines and internal target resolution time.
• Work closely with the Customer Success Team and other internal functions regarding escalated issues.
• Provide excellent customer service by engaging in open communication and building sustainable relationships with customers.
• Continuously innovate by automating available data and streamlining existing processes to ensure we are as efficient and effective as possible.
• Identify possible opportunities to strengthen and improve engagement with clients through existing CS tools.
• Manage the security features of accounts upon the client’s request
• Work closely with the KYC team in responding to the clients’ account related concerns in a timely manner
• Analyze data and trends and elevate suspicious client transactions in compliance with anti-money laundering regulations.
• Any other function that may be assigned by the Head of Customer Relations and Customer Success Lead.

Qualifications

• Bachelor’s Degree, preferably related to communications.
• Knowledgeable of Blockchain or has trading experience
• Able to excellently manage time to multitask, prioritize, and work well under pressure, especially to anticipate contingencies concerning nature of work.
• High level of proficiency in English and Filipino.
• Ability to adapt and thrive in a fast-changing and highly-regulated environment.
• Self-motivated, detail and customer-oriented, and proactive fast learner.
• Be an excellent team player with strong analytical, communication, and organizational skills.
• Willing to work in shifts, weekends, and on holidays.

Nice to Haves

• Experience in customer service, financial service, or trading is an advantage.

Our Culture

Communication

• We prioritize clear and transparent communication, ensuring that there is clarity among everyone we work with.
• We aim to have a collaborative environment, where innovative ideas in investment strategies are shared openly and constructively, driving the industry forward.

Customer-focus

• We think about how our decisions impact our customers and ensure we provide the best experience that we can.
• We believe in building lasting relationships with our clients, constantly learning from and listening to them, and always striving to look out for what’s best for both sides.

Commitment

• We always aim to do the right thing and to do the right thing, excellently. We take accountability seriously and uphold ourselves to high standards, ensuring that we execute with attention to detail.
• We are dedicated to the long-term success of our clients in the dynamic world of financial technology, maintaining integrity and professionalism in every aspect of our work.