Organizational Structure
Organizational Structure
Crowned Credit operates with a lean, distributed team of 45 employees across the Philippines, Nigeria, Colombia, and the Dominican Republic. This page outlines how the Customer Service department in particular is structured, who owns what, and how departments work together.
🌍 About Our Team
Crowned Credit is a fully remote company. Our CEO (Jethro Adedeji) is based in Greensboro, NC. All 45 team members are overseas. We operate across multiple time zones, which is why strong documentation, clear roles, and reliable systems are non-negotiable.
Crowned Credit is a fully remote company. Our CEO (Jethro Adedeji) is based in Greensboro, NC. All 45 team members are overseas. We operate across multiple time zones, which is why strong documentation, clear roles, and reliable systems are non-negotiable.
Company Leadership
| Role | Name | Location | Responsibilities |
|---|---|---|---|
| CEO & Founder | Jethro Adedeji | Greensboro, NC, USA | Strategy, vision, final decisions, growth, partnerships |
| CSR Manager | Les Jimenea | Philippines | Day-to-day ops, team management, escalations, reporting to CEO |
| Billing Manager/Team Lead | Khryzza Castillo | Philippines |
Billing operations, payment processing, account status management, failed payment follow-ups, reactivation handling, and billing-related escalations |
| Onboarding Team Lead | Marjorie Mercadero | Philippines | Client onboarding process, agreement and document verification, credit monitoring setup, team management, and ensuring clients are properly set up before disputes begin |
| Credit Case Specialists Team Lead | Cassandra Aldana | Philippines | Team management, client file reviews, escalation handling for complex cases, and coordination with dispute team to ensure progress and results |
CSR Department Overview
Crowned Credit's Customer Service Department is organized into 3 core departments, each with a defined scope and team lead:
1. Onboarding Department
| Detail | Info |
|---|---|
| Mission | Convert new clients into active, engaged service participants within the first 7 days |
| Headcount | ~8–10 Onboarding Specialists + 1 Team Lead |
| Key Tools | GoHighLevel, DisputeFox, SmartCredit |
| Primary KPI | >85% of clients fully onboarded within 7 days of signup |
| Escalates To | Onboarding Team Lead for failed onboarding, missing docs after 7 days |
2. Billing Department
| Detail | Info |
|---|---|
| Mission | Ensure all client accounts are in good financial standing and payment issues are resolved quickly |
| Headcount | ~3–5 Billing Specialists |
| Key Tools | GoHighLevel, Payment processor |
| Primary KPI | Failed payment recovery rate >70%; billing response time <4 hours |
| Escalates To | Billing Team Lead for chargebacks, complex refund requests |
3. Credit Case Specialists (CCS)
| Detail | Info |
|---|---|
| Mission | Manage active client accounts through client communication, maintain retention, and drive measurable credit improvement |
| Headcount | ~10–15 CCS + 1 Team Lead |
| Key Tools | GoHighLevel, Aircall, DisputeFox, SmartCredit |
| Primary KPI | Client retention rate >80%; SMS response time <2 hours; 100% update call completion |
| Escalates To | Team Lead for complex credit questions, legal threats, or urgent client concerns |
Reporting Structure
| Role | Reports To | Direct Reports |
|---|---|---|
| CEO | — | Operations Manager, Media Buyer, all leads |
| CSR Manager | CEO | All department team leads |
| Onboarding Team Lead | CSR Manager | Onboarding Specialists |
| CCS Team Lead | CSR Manager | Credit Case Specialists |
| Billing Team Lead | CSR Manager | Billing Specialists |
| CSR | Corresponding Team Lead | — |
Team Distribution by Location
| Country | Est. Headcount | Primary Roles |
|---|---|---|
| Philippines | ~30 | CSR, CCS, Onboarding, Billing, Dispute (outsourced) |
| Nigeria | 7–10 | CSR support roles, misc operations |
| Colombia | ~1 | Specialized role |
| Dominican Republic | Few | Support roles |
| USA | 1 (CEO) | Leadership, strategy, final decision-making |
Escalation Flow
All escalations follow a clear path. Never skip levels without cause.
- CSR / CCS — Attempt to resolve using SOPs and available resources
- Team Lead — Escalate if outside standard scope, client is threatening to file complaints or escalate the situation, or legal/compliance concern arises
- CSR Manager — Escalate for cross-department issues, billing disputes over threshold, systemic problems
- CEO — Reserve for major legal threats, refund decisions over a set amount, or company-level decisions
💡 When in Doubt — Escalate Up, Not Around
Never route around your team lead to go directly to the CEO unless it is genuinely urgent and your lead is unavailable. Document the reason for escalation in GHL before reaching out.
Never route around your team lead to go directly to the CEO unless it is genuinely urgent and your lead is unavailable. Document the reason for escalation in GHL before reaching out.