Technical Support Leader

Coins.Ph; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Coins.Ph in the Philippines is seeking a Technical Support Leader to guide and scale the technical support team, optimize processes, and ensure high-quality service for users and partners. The role balances service quality, efficiency, and team development aligned with compliance and business goals.

The position requires 5+ years in technical support with at least 2 years in leadership, preferably within fintech or digital currency environments.

Qualifications

• 5+ years in technical support or related roles with leadership experience.
• 2+ years of team management in fintech, digital currency, or payments preferred.
• Bachelor’s degree in CS/IT/engineering or related field; ITIL/CompTIA preferred.

Responsibilities

• Lead and develop the technical support team, set OKRs, assessments, and training plans.
• Build and optimize the support system, standardize processes, and improve response times.
• Coordinate with R&D, product, and compliance to resolve complex issues.
• Provide professional support to platform users and partners; collect feedback for improvements.
• Ensure regulatory compliance and data security in all support activities.

Skills

Team management

Technical troubleshooting

English communication

Customer support

Education

Bachelor’s degree in computer science / IT / electrical engineering

Tools

Ticketing system

Remote assistance tools

Network basics

Blockchain basics

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.

As the Technical Support Leader, you will be responsible for leading the technical support team to provide efficient, professional technical support services for users, partners, and internal teams. You will build and optimize the technical support system, manage the support team’s daily work, ensure timely and effective resolution of technical issues, improve user satisfaction, and provide strong technical support for the stable operation of the platform (digital currency trading, payment services, etc.). This role requires balancing service quality, efficiency, and team development to align with the company’s compliance and business development goals.

Key Responsibilities

• Team Management & Development
  • Build, manage, and develop the technical support team, formulate team OKRs, performance assessment standards, and talent training plans to improve the team’s professional capabilities and service level.
  • Arrange daily work assignments for the team, supervise work progress, and handle team performance management, conflict resolution, and staff motivation.
  • Establish a team knowledge sharing mechanism, organize technical training and skill exchanges to enhance the team’s overall technical support capabilities.
• Technical Support System Construction & Optimization
  • Establish and improve the technical support process (including problem acceptance, classification, disposal, feedback, and closed-loop management) to ensure standardized and efficient handling of support requests.
  • Optimize the technical support channel (online consultation, phone, email, ticketing system, etc.) to improve the efficiency of problem acceptance and response.
  • Cooperate with the R&D team to optimize the support system, improve the intelligent response capability, and reduce manual intervention.
• Technical Issue Handling & Coordination
  • Lead the team to handle complex technical issues (such as platform system failures, user operation problems, payment channel exceptions, blockchain-related technical issues, etc.), coordinate internal technical resources (R&D, product, etc.) to promote problem resolution.
  • Track and analyze technical support data (such as problem types, resolution time, user satisfaction), summarize common problems, and put forward suggestions for product and system optimization.
• User & Partner Support
  • Ensure the team provides professional, timely technical support for platform users (individuals, institutions) and partners, including problem consultation，operation guidance, etc.
  • Collect user and partner feedback on technical issues, sort out key demands, and coordinate relevant departments to promote improvement.
• Compliance & Risk Control
  • Cooperate with the compliance team to provide technical support-related compliance materials and respond to regulatory inquiries.

Ensure that technical support work complies with the company’s regulations and relevant industry norms, and strictly protect user data and transaction information security.

Cross-departmental Collaboration

Cooperate closely with R&D, product, operation, compliance, and other departments to align technical support work with business development, and promote the optimization of product and system functions based on support feedback.

Work Experience

• 5+ years of technical support or related work experience, including 2+ years of team management experience (preferably in fintech, digital currency, or payment-related industries).

Professional Skills

• Proficient in computer operation and common technical tools, able to quickly understand and troubleshoot common technical problems (such as system operation, network, blockchain-related basic technical issues).
• Familiar with technical support processes and tools (ticketing system, remote assistance tools, etc.), with the ability to guide the team to handle complex technical issues.

Comprehensive Capabilities

• Excellent team management, communication, and coordination skills, able to effectively lead the team to complete work goals.
• Strong sense of responsibility, good pressure resistance, and the ability to handle emergency technical problems efficiently.
• Proficient in oral and written English, able to communicate with international users/partners smoothly.

Education Background

• Bachelor’s degree or above in computer science, information technology, electronic engineering, or related majors; relevant professional certifications (such as ITIL, CompTIA) are preferred.

Preferred Qualifications

• Have experience in technical support management in digital currency, payment, or blockchain-related industries.
• Familiar with digital currency trading platforms, blockchain technology, or payment system technical support.
• Have experience in building and optimizing technical support teams and systems.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.