Global Crypto Support Analyst — Elite FinTech Care

Fpsinc; Pasig; On-site; PHP 250,000 - 450,000; Full time

Job summary

Full Potential Solutions (FPS) invites applications for a Customer Support Analyst in Metro Manila. The role supports a global client base via chat and phone, delivering timely, accurate, and empathetic assistance.

You will discuss crypto and Web3 concepts confidently, resolve issues efficiently, and collaborate with QA, Training, and Operations to improve customer experience and processes.

Qualifications

• 1–2 years of call center experience in a sales-driven program, involving upselling and/or membership retention.
• 3–4 years of experience in a contact center environment as a customer support specialist in a financial or fintech environment (collections not counted).
• Intermediate understanding of crypto, blockchain, and Web3 concepts, with the ability to discuss them confidently.
• Excellent English communication skills, both written and verbal, capable of handling high-profile clients professionally.
• Strong ability to manage high-pressure situations, deliver clear explanations, and resolve customer issues efficiently.
• Proficient in navigating multiple systems, tools, and CRM platforms.
• Strong analytical, problem-solving, and decision-making skills.

Responsibilities

• Provide prompt, accurate, and high-quality responses to customer inquiries via chat and phone.
• Handle escalated issues with professionalism, empathy, and strategic problem-solving.
• Act as a subject matter expert, delivering support and guidance with a deep understanding of Coinbase’s products and services.
• Collaborate with internal teams, including QA, Training, and Operations, to continuously enhance customer experience.
• Contribute to process improvements, documentation updates, and support workflows to enhance team scalability and efficiency.
• Support internal projects and initiatives that drive continuous improvement across customer experience.

Skills

Call center experience

Customer support

English communication

Crypto/Web3 knowledge

CRM tools

Analytical skills

Problem-solving

Tools

CRM software

Ticketing systems

Job description

Full Potential Solutions (FPS) invites applications for a Customer Support Analyst in Metro Manila. The role supports a global client base via chat and phone, delivering timely, accurate, and empathetic assistance.

You will discuss crypto and Web3 concepts confidently, resolve issues efficiently, and collaborate with QA, Training, and Operations to improve customer experience and processes.