Technical Support Manager

Coins.ph; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Cross-functional collaboration

Career growth

Impact on customer experience

Job summary

Coins.ph is seeking a seasoned Technical Support Manager in the Philippines to build and lead a high-performing support team. You will establish training programs, define performance standards, and drive knowledge sharing across engineers and support staff.

You will optimize support workflows, coordinate with R&D to enhance systems, and manage complex technical issues while ensuring data security and regulatory compliance.

Qualifications

• 5+ years in technical support or related field.
• 2+ years in team leadership/management.
• Strong English communication with international users/partners.
• Bachelor’s degree in CS/IT/Engineering; ITIL/CompTIA preferred.

Responsibilities

• Build and lead the technical support team; set OKRs and training plans.
• Assign daily work; monitor progress and coach team.
• Establish knowledge sharing and training for skills growth.
• Improve support processes for efficient issue handling.
• Optimize support channels (online, phone, email, tickets).
• Collaborate with R&D to enhance support systems and automation.
• Lead resolution of complex issues coordinating internal resources.
• Analyze data to identify trends and suggest product improvements.
• Ensure compliance with data security and regulatory requirements.

Skills

Team management

Technical support

Troubleshooting

English proficiency

Coordination

Education

Bachelor's degree in CS/IT/Engineering

ITIL certification

CompTIA certification

Tools

Ticketing system

Remote support tools

Network troubleshooting

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.

Key Responsibilities

• 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.
• 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.
• 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.
• Ensure the team provides professional, timely technical support for platform users (individuals, institutions) and partners, including problem consultation, fault 排查，operation guidance, etc.
• Collect user and partner feedback on technical issues, sort out key demands, and coordinate relevant departments to promote improvement.
• Ensure that technical support work complies with the company’s regulations and relevant industry norms, and strictly protect user data and transaction information security.
• Cooperate with the compliance team to provide technical support-related compliance materials and respond to regulatory inquiries.
• 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.

Requirements

• 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)
• 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
• 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（加分项）

• 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

Benefits

• 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 and identifying potential inconsistencies or verification signals in application materials based on available information. 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.