--- title: 'Technical Support Manager at Coins.ph' canonical: 'https://feeny.ai/job/technical-support-manager-coins-ph-taguig-5tqhex6jfv8n' type: 'job' last_seen: '2026-09-07' --- # Technical Support Manager at Coins.ph - **Company:** Coins.ph - **Location:** Taguig, Philippines - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-04-09 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/coins/d450db59-0a35-41c4-a51e-4ac5112fbe78 ## 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 As the Technical Support Manager, 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, 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. - Compliance & Risk Control 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. - 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. ## 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). - 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（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. ## About Coins.ph ## Company Overview - **One-liner**: Coins.ph is the Philippines' most trusted crypto wallet and exchange, providing easy access to Web3, digital assets, and a broad range of financial services for both consumers and businesses. - **Entity Type**: Private (acquired by Gojek in 2019; last funding round: Series C in 2022) - **Headquarters**: Manila, Philippines - **Founded**: 2014 - **Founders**: Not publicly available (founder names are not disclosed in the provided sources) ## Core Business - **Primary industries**: Financial services, cryptocurrency exchange, digital payments, remittances, blockchain / Web3 - **Target customers**: B2C (Filipino consumers and underbanked/unbanked individuals) and B2B (financial institutions, businesses needing cross-border payments and treasury services) - **Mission statement**: "To create an open financial system by providing everyone easy access to Web3 and digital assets" (from [coins.ph](https://www.coins.ph/en-ph/careers)) ## Products & Services - **Coins.ph Mobile App**: A cryptocurrency wallet and exchange where users can buy and sell 20+ cryptocurrencies with low minimums (₱5), plus access payments, remittances, and bill payments. - **Coins Business Platform**: A suite for businesses and financial institutions enabling stable-powered settlements, cross-border money movement, currency conversion, digital asset access, cards, credit, investments, and treasury management — available 24/7/365. - **Coins Remittance**: International money transfer services leveraging crypto rails to lower costs and speed up settlement. ## Market Standing - **Valuation**: Not disclosed - **Annual Revenue**: $33.4 million (per [LinkedIn](https://ph.linkedin.com/company/coins-ph)) - **Total Funding**: $40 million (across multiple rounds, including Series A led by Quona Capital and Series C led by Ribbit Capital) - **Other Key Metrics**: 16+ million registered users, 7+ million monthly active users, 300+ headcount - **Notable Investors/Partners**: Quona Capital, Ribbit Capital, Gojek (parent company, acquired Coins.ph in 2019 for $72M) - **Growth Signals**: +15.7% YoY headcount growth (236 employees as of recent data), active job postings up +165% year-over-year; expanding beyond crypto into full-stack financial services ## Competitive Advantages - Fully regulated by the **Bangko Sentral ng Pilipinas (BSP)** — one of the first crypto-based companies in Asia to hold both Virtual Currency and Electronic Money Issuer licenses, providing trust and compliance. - **First-mover & brand trust**: Most established crypto brand in the Philippines since 2014, with 16M+ users. - **Integrated with Gojek ecosystem**: Access to a larger regional network of services and capital. - **Broad product range**: Single platform for crypto, payments, remittances, cards, credit, and treasury — reducing fragmentation for users. ## Strategic Focus - Building the "next generation of global money movement" by merging stable-powered settlements with local payment rails to make transactions faster, cheaper, and available 24/7. - Expanding into adjacent financial services (cards, credit, investments) and deepening B2B offerings for financial institutions. - Scaling compliance/AML capabilities to serve a growing user base and support international expansion. ## Why Work Here - **Culture & Flexibility**: Flexible work arrangements (hybrid/remote options reported); work-from-equipment provided; a culture built on trust. - **Benefits**: Comprehensive HMO for employees and dependents (dental, vision, mental health support); 15 vacation days, 15 sick days, birthday leave, quarterly mental health day; continuous learning and career development programs. - **Growth**: Fast-growing startup with 200+ active openings; yearly headcount growth of 15.7%; roles span engineering, compliance, product, sales, and operations. - **Compensation**: Competitive base plus performance-based rewards; salary data indicates operations roles around ₱336K/month and manager roles around ₱1.32M/month (though actual offers vary). - **Engineering culture**: Emphasis on Web3 and blockchain; product teams work on compliance/risk platforms, trading UX, and backend infrastructure. ## Sources 1. [coins.ph – Careers](https://www.coins.ph/en-ph/careers) 2. [coins.ph – About](https://www.coins.ph/en-ph/about) 3. [LinkedIn – Coins.ph](https://ph.linkedin.com/company/coins-ph) 4. [Lever – Coins.ph Jobs](https://jobs.lever.co/coins) 5. 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