Crypto Operations & Customer Success Associate

CoinGecko

Hinoba-an

Hybrid

PHP 446,000 - 893,000

Full time

6 days ago

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Job summary

CoinGecko, a global leader in crypto data, is seeking a Customer Experience & Support specialist in the Philippines to deliver timely, personalised assistance across channels while adhering to SLAs and SOPs.

You will execute daily workflows, escalate issues proactively, assess listings, collaborate with internal teams, and help track key metrics to drive continuous improvement. A strong English communicator with crypto knowledge will thrive and contribute to our community.

Qualifications

Minimum 3 years in crypto, finance, accounting, consulting, or customer support roles.
Strong customer-first mindset with empathy and outcome orientation.
Experience with CRM and analytics tools (e.g. Zendesk, web analytics) is a plus.
Proven ability to work independently and deliver high-quality work after onboarding.
Data-driven with ability to tell stories using data.
Excellent written and spoken English.
Able to manage multiple projects and priorities.

Responsibilities

Provide accurate, timely, and personalised support across channels, adhering to SLAs and SOPs; identify improvement opportunities.
Follow and execute daily workflows with precision using documented SOPs; flag gaps and suggest improvements.
Identify and escalate possible issues to superiors and communicate updates to all parties.
Assess listing applications based on defined criteria to meet company standards.
Collaborate with internal teams to resolve customer-related matters and ensure smooth handovers.
Assist in tracking, documenting, and reporting key performance metrics and user feedback.
Maintain positive relationships with customers, project teams, exchanges, and partners; participate in CoinGecko communities.