Coins.ph

Customer Support

• Sets the overall Customer Experience vision, strategy, and governance.
• Reports directly to the President.
• Provides strategic leadership and direction for the entire Customer Experience organization.
• Provides strategic direction, governance, and executive oversight to the Co-Head of Customer Experience, ensuring operational initiatives align with the organization's long-term business objectives.
• Spearheads enterprise-wide customer experience transformation, strategic organizational planning, and long-term expansion.
• Establishes the strategic priorities and annual roadmap for the Customer Experience organization.
• Establishes customer experience policies, governance frameworks, and executive-level standards.
• Owns customer experience strategy, organizational performance, and executive reporting.
• Partners with executive leadership to align customer experience initiatives with business objectives.
• Oversees strategic budgeting, resource planning, technology investments, and organizational scalability.
• Represents Customer Experience in executive leadership discussions and with external stakeholders, regulators, and strategic partners.
• Sponsors major customer initiatives, digital transformation, and customer journey optimization.

Head of Customer Experience

Security Engineer

• Lead and maintain the security architecture of cryptocurrency wallets
• Manage security policy configuration for MPC wallets and smart contracts
• Conduct security hardening and daily operation for public chains including BTC and ETH
• Audit the security of business system interactions with smart contracts

Wallet & Crypto Security Engineer

Sales

• Source and conduct marketing calls to potential clients to establish rapport and identify client’s foreign exchange needs
• Service client’s requirements for all Crypto needs
• Maintain existing client relationships and promote Coins’ crypto services
• Onboarding of new clients KYC documents and proper due diligence
• Provide market feedback, forecast, and account update to business lead
• Maintain and track P&L on successful trades of clients for internal books and regulatory reporting requirements
• Ensure compliance with Company and other regulatory operating processes and controls

Senior Sales Manager

• Develop and execute sales strategies to acquire and grow FX clients both retail and enterprise (merchants, corporates, remittance partners and etc).
• Build and maintain strong client relationships, providing market insights and FX advisory.
• Work closely with Trading and Operations teams to ensure smooth execution and client satisfaction.
• Negotiate pricing, spreads, and transaction terms within company guidelines.
• Monitor market trends, client activity, and competitor offerings to inform business strategy.
• Deliver against sales targets on volume, revenue, and client onboarding.

Senior FX Sales Manager

FX Sales Manager

Analyst

• Collaborate with our global teams to conduct research on market trends, consumption patterns and competitive positions (e.g. market segmentation and addressable market), to derive findings and recommendations
• Work with other business units (Business Development, Marketing, Operations, Product etc), providing strategic support to drive platform growth
• Data-driven and qualitative analysis to develop key insights and provide impactful recommendations for our business
• Assist management in updating and preparing key operational metrics, financial models, presentations and reports
• Coordinate and facilitate in-house communications and developments across functions
• Assist with ad-hoc duties as required

Strategy Analyst

QA Engineer

• Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer service quality.
• Organize a regular calibration session to evaluate agent performance.
• Identify lapses in agents’ performance and provide constructive feedback for improvement.
• Conduct 1 on 1 coaching on a weekly basis to eliminate any process gaps.
• Engage in customer listening to identify customer pain points and expectations. Review dissatisfaction comments from customers related to customer service to identify gaps in processes and handling then formulate action plans that would permanently address the issues.
• Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. Identify processes that can be integrated to chatbot.
• Serve as an intermediary for escalations from agents and customers.
• Ensure communication is effectively delivered and appropriately addresses all customer concerns.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities within Customer Experience (CX) teams.
• Use tools to gather data and analyze trends or patterns affecting quality; highlight key successes and share best practices with associates and leads to ensure continued success in the quality of service. Present insights, provide structured and timely recommendations to the CX Leadership Team, management, and training as needed.
• Develop and conduct targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities.
• Collaborate with CX leadership, learning and development team, and the CX training teams to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Ensure customer service readiness for every product deployment and rollout through negative scenarios handling documentation.
• Perform other duties that may be assigned by the immediate supervisor and may have an impact on business operations and company goals.

Quality Assurance Associate

Merchant

• 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.

Merchant Onboarding Lead

Compliance

• Work closely with the Chief Compliance Officer, and other Business Units to ensure that the Company is compliant with its various regulatory compliance obligations
• Assist the Chief Compliance Officer to define the requirements for regulatory compliance and develop compliance risk assessment programs according to the annual compliance plan
• Assist the Chief Compliance Officer to identify risks and recommend solutions and implementation strategies for compliance issues to management and employees of all business units
• Provide compliance training to compliance managers on effectively carrying compliance programs for all employees in order for them to be knowledgeable of organizational policies, and federal/state standards
• Review and revise compliance policies on a regular basis and coordinate with other departments including internal audit and risk management
• Supervise, guide, and counsel compliance teams and monitor their implementation of key compliance strategies, initiatives and action plans
• Oversee internal and external funding sources and budgeting within compliance units to ensure successful implementation of the compliance mission
• Consult and report to the chief compliance officer regarding all compliance related initiatives, corrective actions, and reviews
• Manage the Regulatory Compliance Team
• Ensure that the business operations are executed within the legal and ethical boundaries set by the regulations
• Execution of Compliance Program to recognize areas where the company might be vulnerable to non-compliance
• Assist the BSP/Internal Auditors/External Auditors in conducting its periodic audit with the company

Regulatory Compliance Officer

Associate

• Manages and executes daily cash processes such as bank transfers and foreign exchange transactions.
• Coordinate fundings internally (management and within Finance team) and externally (banks and partners)
• Assists in all cash management transactions.
• Resolves and raises all cash issues in a timely manner.
• Posts daily and monthly reports on ending cash balances and operational receivable balances.
• Maintains and compiles all account balances.
• Performs bank account reconciliation.
• Provides data and supporting documents to the accounting team for journal entry preparation relating to cash management activity.
• Maintain banking relationships
• Maintain a system of policies and procedures that impose an adequate level of control over treasury activities
• Perform related duties as required

Treasury Associate

Engineer

• Design, develop, and maintain core components of market making systems using the Go language stack, including order management, pricing engines, risk control modules, and inventory management.
• Implement market making logic across multiple strategies such as CTA, arbitrage, grid trading, and integrate AMM models when applicable.
• Optimize system performance for ultra-low-latency trading, including order placement, cancellation, and quote refresh mechanisms under high concurrency.
• Integrate with major exchange APIs (REST, FIX, WebSocket), ensuring stable and fast connectivity for quoting and order execution.
• Realize the technical implementation of trading rules specific to market making, such as position management, T+0 trading, margin call mechanisms, and inventory risk management.
• Collaborate with quant researchers and operations specialists to translate models into production-level code, ensuring stable strategy deployment and efficient execution.
• Participate in system monitoring and troubleshooting, formulate disaster recovery plans, and reduce risks in the production environment.

Quantitative Developer

Risk

• Design, implement and lead a global risk management strategy for the organization.
• Establish and quantify the organization's 'risk appetite' and ensure risk approach adheres accordingly.
• Horizon scan to increase awareness of risks affecting the business.
• Ensure compliance with regulatory obligations whilst taking a commercial and practical approach to risk based challenges and offer appropriate solutions.
• Continual drive for enhanced efficiency and client service (internal and external) in all Risk processes.
• Develop, lead and motivate the Risk to maximize effectiveness.
• Ensure senior management remain informed of regulatory, legislative and best practice changes and their obligations under these changes and how they impact the Group.
• Provide regular reports to boards and other relevant bodies detailing any current issues or information as required.
• Corporate governance involving external risk reporting to stakeholders.
• Lead the client on-boarding team driving efficiency in all processes to most effectively adhere to our risk appetite.
• Conduct internal audits, including liaison with external auditors.
• Provision of proactive and practical regulatory advice to business managers and support functions.
• Manage the successful delivery of compliance projects ensuring technical excellence and a practical/business driven approach.
• Work closely with key stakeholders to understand the business requirement for projects, develop effective working relationships during project implementation and ensure business as usual ownership is understood by management.
• Support and lead on Group projects as assigned.

Deputy Chief Risk Officer

Financial Crime

• Monitor merchant activity to detect and prevent fraudulent behavior using internal tools and external data sources.
• Investigate suspicious merchant accounts and transactions, escalating cases as necessary.
• Create, tune, and calibrate fraud detection rules and scoring models to improve accuracy and reduce false positives.
• Conduct in-depth root cause analysis on confirmed fraud cases to identify emerging trends and recommend preventive measures.
• Perform Global AML Transaction Monitoring (TM) investigations to detect potential money laundering activities and escalate cases in accordance with compliance protocols.
• Document investigation findings, and case outcomes to ensure auditability and compliance with regulatory requirements.
• Stay current on industry trends, fraud schemes, regulatory changes, and best practices.