Merchant Onboarding Lead

Coins.ph; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Coins.ph in Taguig, Philippines, is seeking a driven professional to own KYB onboarding and partner operations. You will lead the onboarding process, ensure regulatory compliance, and guide a team to deliver exceptional client service across partnerships.

The role requires 3+ years in customer service or partner operations, with strong planning and communication skills. You will collaborate cross-functionally to scale partner success within Coins.ph's regulated platform.

Qualifications

• Bachelor's degree in Management/Finance/Business or equivalent.
• At least 3 years of experience in customer service, account management, or partner operations.
• Proven KYB onboarding and partner account management experience.
• Strong planning, analytical and communication skills.
• Able to work independently and stay highly organized.

Responsibilities

• Support and lead KYB onboarding operations for onboarding partners and clients.
• Own the KYB onboarding process, drive blockers to ensure efficiency and compliance.
• Develop, maintain SOPs, and conduct 1:1 coaching with associates.
• Oversee Partner Support and Onboarding sub-teams, ensuring timely ticket resolution.
• Lead account management associates to build trusted partner relationships.
• Manage partner concerns and deliver exceptional day-to-day client service.
• Create frameworks and policies for onboarding and account management.
• Establish metrics for partnership success and client satisfaction.
• Monitor partner activity to prevent churn and disengagement.
• Collaborate with internal teams to ensure regulatory compliance.
• Perform ad-hoc tasks to support team goals.

Job description

Join the Pioneer Crypto Brand in the Philippines!

Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy‑to‑use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.

Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto‑based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

What you'll do

• Support and spearhead the operations side of onboarding KYB accounts, ensuring smooth partner onboarding and excellent after‑sales support to partners and clients.
• Take full ownership of the KYB onboarding process, proactively chasing all stakeholders and removing blockers to ensure efficiency and compliance.
• Develop, maintain, and ensure SOPs are up‑to‑date, and conduct regular 1:1 sessions with associates and specialists for guidance and adherence to Partner Solutions SOPs.
• Oversee the Partner Support and Onboarding sub‑teams under the Partner Solutions team, ensuring workflows are efficient, tickets are resolved on time, and service quality is maintained.
• Lead account management associates in building trusted relationships with partners to align with overall company goals.
• Manage the partner support team, ensuring partner concerns are addressed promptly and effectively.
• Build frameworks and policies to ensure successful onboarding of new partners, smooth account management, and an exceptional client experience.
• Establish and maintain key metrics of success for partnerships and overall client satisfaction.
• Closely monitor partner activity to prevent potential disengagement or churn.
• Be responsible for keeping current clients satisfied and delivering exceptional client service on a day‑to‑day basis.
• Work with internal stakeholders to ensure each partner is compliant with local and international regulatory standards followed by Coins.
• Perform ad‑hoc tasks as deemed necessary to support the team and business objectives.

What we expect from you

• Bachelor's degree in Management, Finance, Business, or equivalent.
• At least 3 years of experience in customer service, account management, or partner operations.
• Proven experience in KYB onboarding, partner account management, or related operational workflows.
• Experience in delivering client‑focused solutions based on partner needs.
• Strong planning, analytical, and problem‑solving skills.
• Self‑motivated and highly focused, able to work independently without close supervision.
• Highly trustworthy, organized, and detail‑oriented.
• Flexible and able to adapt to a fast‑paced environment.
• Demonstrated track record of drive, ownership, and execution, aligned with Coins.ph's culture.
• Strong communication skills in English and Filipino, with the ability to guide associates and engage partners effectively.

Join the Coins Team Now!

Meaningful Collaborations

The successful candidate will work cross‑functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.

Scalable Growth

Be part of a fast‑growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.

A Space For Bright Ideas

Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.