Partner Solutions Lead

As a Partner Solutions Lead at coins.ph, you own the after-sales support function end-to-end for the most established crypto brand in the Philippines. You lead and develop a team delivering high-quality partner support operations, while collaborating across internal stakeholders to resolve blockers and drive continuous improvement. coins.ph is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and holds both Virtual Currency and Electronic Money Issuer licenses from a central bank, serving more than 18 million users.

What you'll do

• Own the after-sales Partner Solutions function end-to-end, lead and oversee the team's support operations, ensuring partner and client concerns, requests, and tickets are resolved efficiently, within agreed timelines, and with consistently high service quality.
• Build, maintain, and continuously improve Partner Solutions SOPs, frameworks, and processes, proactively identifying recurring partner issues and operational gaps and driving fixes that close them.
• Coach and develop the team through regular 1:1s with associates and specialists, providing guidance, feedback, and day-to-day support on partner support operations.
• Establish, monitor, and report on key partner solution metrics such as resolution time, ticket volume, service quality, and partner satisfaction/CSAT, along with other relevant KPIs.
• Monitor partner activity, engagement, and feedback to spot early signs of dissatisfaction, disengagement, or churn risk, and implement proactive interventions.
• Handle escalated partner concerns and serve as the point of contact for complex or high-impact after-sales matters.
• Collaborate closely with Customer Experience, Compliance, Risk, Product, Technology, and other internal stakeholders to resolve blockers and address partner and operational requirements.
• Perform ad hoc tasks and initiatives as needed to support the team and broader business objectives.

What you bring

• A Bachelor's degree in Management, Finance, Business, or a related field, or equivalent practical experience.
• At least 3 years of experience in partner support, account management, client success, or a similar after-sales or service operations role, with a strong track record of managing client or partner relationships and delivering client-focused solutions.
• Experience leading or managing a team in a supervisory or team lead capacity, with the ability to coach, guide, and develop associates and specialists.
• A strong understanding of service operations, case and ticket management, escalation handling, and process improvement, with analytical skills to identify operational gaps and implement effective solutions.
• Working proficiency with ticketing and CRM platforms such as Zendesk, Freshdesk, or Salesforce, and reporting tools such as Excel, SQL, or a BI/dashboard tool.
• A high level of integrity and sound judgment in handling sensitive partner and financial information.
• Self-motivation, strong organization, and attention to detail, with ownership of tasks and deliverables and the ability to work independently in a fast-paced, evolving environment.
• Strong communication and interpersonal skills in English and Filipino, with the ability to coach team members, collaborate across internal stakeholders, and engage confidently with partners.

About coins.ph

coins.ph is the most established crypto brand in the Philippines, trusted by more than 18 million users. The platform enables users to buy, sell, and trade a variety of cryptocurrencies and access a wide range of financial services through an easy-to-use mobile app. coins.ph is fully regulated by the Bangko Sentral ng Pilipinas and holds both Virtual Currency and Electronic Money Issuer licenses from a central bank, the first crypto-based company in Asia to achieve this distinction.