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 company 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 |
| Operations Manager | TBD / Senior Lead | Philippines | Day-to-day ops, team management, escalations, reporting to CEO |
Department Overview
Crowned Credit is organized into five 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 |
| Primary Tools | GHL, Aircall, SmartCredit, DisputeFox |
| Key Outputs | Portal created, documents collected, onboarding call completed, client transitioned to CSR |
| Reports To | Operations Manager |
2. Customer Support (CSR) Department
| Detail | Info |
|---|---|
| Mission | Retain clients, handle inbound inquiries, execute proactive outreach, and be the client's primary relationship contact |
| Headcount | ~15–18 CSRs + 1–2 Team Leads |
| Primary Tools | GHL, Aircall, SmartCredit |
| Key Outputs | Client retention, monthly check-in calls, dispute result communication, billing management |
| Reports To | Operations Manager |
3. Dispute Department
| Detail | Info |
|---|---|
| Mission | Generate and send dispute letters, analyze bureau responses, and manage all credit bureau correspondence |
| Headcount | ~10–12 Dispute Agents + 1 Dispute Manager |
| Primary Tools | DisputeFox, SmartCredit |
| Key Outputs | Dispute letters sent, bureau responses processed, deletion confirmations documented |
| Reports To | Operations Manager |
4. Admin & Billing Department
| Detail | Info |
|---|---|
| Mission | Manage client payments, failed charges, plan changes, and internal administrative tasks |
| Headcount | ~4–5 Admin Specialists |
| Primary Tools | GHL (billing), Stripe/payment processor, internal spreadsheets |
| Key Outputs | Payments collected, failed charges recovered, billing issues resolved, payroll data maintained |
| Reports To | Operations Manager / CEO |
5. Recruiting & HR Department
| Detail | Info |
|---|---|
| Mission | Source, hire, and onboard new team members; maintain contractor records; support performance management |
| Headcount | 1 Recruiter + HR support |
| Primary Tools | OnlineJobs.ph, Upwork, Deel (payroll), internal trackers |
| Key Outputs | Qualified hires, contractor agreements, onboarding documentation, payroll processing via Deel |
| Reports To | CEO |
Reporting Structure
CEO (Jethro Adedeji)
├── Operations Manager
│ ├── Onboarding Team Lead
│ │ └── Onboarding Specialists (8–10)
│ ├── CSR Team Lead(s)
│ │ └── Customer Support Representatives (15–18)
│ ├── Dispute Manager
│ │ └── Dispute Agents (10–12)
│ └── Admin & Billing Specialists (4–5)
└── Recruiter / HR (1–2)
├── Operations Manager
│ ├── Onboarding Team Lead
│ │ └── Onboarding Specialists (8–10)
│ ├── CSR Team Lead(s)
│ │ └── Customer Support Representatives (15–18)
│ ├── Dispute Manager
│ │ └── Dispute Agents (10–12)
│ └── Admin & Billing Specialists (4–5)
└── Recruiter / HR (1–2)
Team Locations
| Location | Approx. Headcount | Primary Roles | Time Zone |
|---|---|---|---|
| Philippines | ~30 | CSR, Onboarding, Dispute, Admin | PST (UTC+8) |
| Nigeria | 7–10 | CSR, Onboarding, Admin | WAT (UTC+1) |
| Colombia | 1 | Specialist | COT (UTC-5) |
| Dominican Republic | 2–3 | Specialist / Support | AST (UTC-4) |
| USA (Greensboro, NC) | 1 | CEO | EDT (UTC-4) |
⚡ Cross-Timezone Coordination
With team members spread across UTC+1 to UTC+8, we rely on async communication and well-documented handoffs. All team leads are responsible for maintaining overlap windows with the CEO and ensuring no client falls through the cracks between shifts.
With team members spread across UTC+1 to UTC+8, we rely on async communication and well-documented handoffs. All team leads are responsible for maintaining overlap windows with the CEO and ensuring no client falls through the cracks between shifts.
Escalation Path
When a team member encounters an issue they cannot resolve independently, they should follow this escalation chain:
- Attempt resolution using documented SOPs in this wiki
- Consult a peer — another team member with experience in this area
- Escalate to Team Lead with a written summary of the issue and what was attempted
- Team Lead escalates to Operations Manager if unresolved within 4 hours
- Operations Manager escalates to CEO for critical issues (legal threats, large payment failures, team conflicts)
📋 Rule of Documentation
At Crowned Credit, if it isn't written down, it didn't happen. Every escalation, client interaction, and policy decision must be documented in GHL notes, this wiki, or the appropriate tracking tool. This protects the company, the client, and you.
At Crowned Credit, if it isn't written down, it didn't happen. Every escalation, client interaction, and policy decision must be documented in GHL notes, this wiki, or the appropriate tracking tool. This protects the company, the client, and you.