Assistant Manager Customer Success

About PDAX

At PDAX, we believe that the future of money is digital, and our mission is to empower all Filipinos to grow their wealth through blockchain technology.

As one of the first crypto firms in the Philippine market, we feel a sense of duty to our users and to the ecosystem to set the standard for safety, ease of access, and reliability. We expect our team to share in this responsibility and cherish our vision of a more open and equitable financial system.

We are looking for new team members that are passionate about cryptocurrency, want to work in a disruptive, fast-growing industry, and thrive in a start-up environment.

If this sounds like you, then we’d love to talk.

General Responsibilities

• Manage and oversee the Customer Support Team in providing timely, high-quality, and multi-channel support(email, chat, and other digital platforms)to all clients, with a focus on high-value customers.
• Review, manage, and resolve escalated customer concerns that require deeper investigation, coordination, or second-level resolution.
• Serve as the primary escalation point for sensitive or complex support requests, ensuring prompt and customer-centric solutions.
• Monitor daily support operations and performance metrics to ensure adherence to response time SLAs and internal communication standards.
• Provide coaching and real-time guidance to team members, ensuring alignment with communication policies, escalation protocols, and regulatory requirements.
• Coordinate with the Customer Relationship Management (CRM)team and other internal stakeholders to resolve client concerns efficiently and accurately.
• Spearhead special projects and support initiatives that improve the customer experience, internal documentation, and team processes.
• Lead the continuous improvement of support workflows by identifying gaps, analyzing trends, and proposing solutions that increase operational efficiency.
• Support the training, onboarding, and professional development of support officers.
• Ensure the effective use of CRM tools, reports, and dashboards to drive decisions and improve customer engagement.
• Collaborate with the Head of Operations on strategic projects and new support initiatives.
• Perform other duties that may be assigned to support department goals and customer satisfaction objectives.
  
  

• Bachelor’s Degree with at least 3 year of leadership experience in customer service or related function.
• Proven experience mentoring junior agents, handling high-priority escalations, or managing shift schedules.
• Metric-Driven: Ability to monitor and improve team KPIs such as CSAT (Customer Satisfaction), NPS (Net Promoter Score), SLA (Service Level Agreement) compliance, and FRT (First Response Time).
• Process Optimization: Experience mapping out customer journeys, creating macros/templates, and building internal Knowledge Bases to improve team efficiency.
• Familiarity with CRM and ticketing platforms.
• Experience in customer service, financial service, or trading is an advantage.
• Ability to adapt and thrive in a fast-changing and highly-regulated environment.
• Self-motivated, detail and customer oriented, and proactive fast learner.
• With strong analytical, communication, and organizational skills.
• High level of proficiency in English and Filipino.
  
  

• We prioritize clear and transparent communication, ensuring that there is clarity among everyone we work with.
• We aim to have a collaborative environment, where innovative ideas in investment strategies are shared openly and constructively, driving the industry forward.
  
  

• We think about how our decisions impact our customers and ensure we provide the best experience that we can.
• We believe in building lasting relationships with our clients, constantly learning from and listening to them, and always striving to look out for what’s best for both sides.
  
  

• We always aim to do the right thing and to do the right thing, excellently. We take accountability seriously and uphold ourselves to high standards, ensuring that we execute with attention to detail.
• We are dedicated to the long-term success of our clients in the dynamic world of financial technology, maintaining integrity and professionalism in every aspect of our work.