FinTech CX Lead: Onboarding, Support & Escalations

BlockShoals Technologies Inc.

Taguig

On-site

PHP 1,200,000 - 1,800,000

Full time

14 days+

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Job summary

BlockShoals Technologies is hiring a Customer Experience Lead to own the end-to-end experience of our users in the Philippine market, overseeing front-line support, onboarding, complaints, and service quality. You will shape the function and collaborate with Compliance to ensure escalations, regulator requests, and audit-ready records are handled correctly.

This build-and-run role requires 4–7 years in CX/CS, leadership experience, and familiarity with KYC onboarding and support tools like

Qualifications

4–7 years in CX/CS, including complaint and escalation handling.
Team lead/manager experience preferred.
Experience in fintech, crypto or virtual assets, e-money, or banking; crypto knowledge is a strong plus.
Familiarity with KYC and onboarding flows and with support tooling such as Zendesk or equivalent.
Bachelor's degree with strong written and verbal communication.

Responsibilities

Build and run the customer support function across Tier 1 and Tier 2, including channels, service levels, and tooling
Support customer onboarding and eKYC, guiding customers through verification and resolving issues that arise
Own complaint and dispute handling end to end, including escalations involving regulators, law enforcement, and internal Compliance, consistent with consumer protection requirements
Design the customer journey and the support workflows behind it
Track and improve CSAT, resolution time, and other service quality metrics
Establish QA and training standards for the support team, and maintain audit-ready records
Coordinate with internal Compliance and Operations, and with external partner support teams, so that handoffs are clean and nothing falls between them