Coins.ph is hiring a

Web3 Customer Experience Executive

We are looking for a Customer Experience Executive to provide exceptional support to clients of our crypto exchange and help build the structure of our customer support operations. This is a temporary 3-month role with potential extension up to 1 year. The position reports to the Head of Marketing in Brazil.

Key Responsibilities

• Deliver timely and high-quality support to clients via Zendesk and other support channels.
• Assist clients during onboarding, ensuring smooth adoption of the exchange platform.
• Troubleshoot and resolve client issues efficiently while maintaining a positive experience.
• Establish and document CS processes and workflows, laying the foundation for a scalable support team.
• Monitor customer metrics, including churn, NPS, product adoption, and LTV, and provide actionable insights.
• Escalate critical issues to Product, Marketing, and CRM teams and collaborate on solutions.
• Generate reports and updates for the Head of Marketing in Brazil.
• Share knowledge and best practices with team members and conduct internal training.

Qualifications

• Solid experience in Customer Service or Support roles, ideally in fintech, crypto, exchanges, or digital assets.
• Experience using Zendesk or similar platforms such as Intercom or Freshdesk.
• Fluent in Portuguese and English; Spanish is a plus.
• Proactive, results-oriented, and able to work independently.
• Able to follow instructions and collaborate effectively with colleagues.
• Committed to going beyond basic responsibilities to ensure customer satisfaction.
• Flexible to work across global time zones, including collaboration with Asia.