Organizational Structure

XCrowned 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.

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 MissionConvert new clients into active, engaged service participants within the first 7 days Headcount~8–10 Onboarding Specialists + 1 Team Lead Primary ToolsGHL, Aircall, SmartCredit, DisputeFox Key OutputsPortal created, documents collected, onboarding call completed, client transitioned to CSR Reports ToOperations Manager

2. Customer Support (CSR) Department

Detail Info MissionRetain clients, handle inbound inquiries, execute proactive outreach, and be the client's primary relationship contact Headcount~15–18 CSRs + 1–2 Team Leads Primary ToolsGHL, Aircall, SmartCredit Key OutputsClient retention, monthly check-in calls, dispute result communication, billing management Reports ToOperations Manager

3. Dispute Department

Detail Info MissionGenerate and send dispute letters, analyze bureau responses, and manage all credit bureau correspondence Headcount~10–12 Dispute Agents + 1 Dispute Manager Primary ToolsDisputeFox, SmartCredit Key OutputsDispute letters sent, bureau responses processed, deletion confirmations documented Reports ToOperations Manager

4. Admin & Billing Department

Detail Info MissionManage client payments, failed charges, plan changes, and internal administrative tasks Headcount~4–5 Admin Specialists Primary ToolsGHL (billing), Stripe/payment processor, internal spreadsheets Key OutputsPayments collected, failed charges recovered, billing issues resolved, payroll data maintained Reports ToOperations Manager / CEO

5. Recruiting & HR Department

Detail Info MissionSource, hire, and onboard new team members; maintain contractor records; support performance management Headcount1 Recruiter + HR support Primary ToolsOnlineJobs.ph, Upwork, Deel (payroll), internal trackers Key OutputsQualified hires, contractor agreements, onboarding documentation, payroll processing via Deel Reports ToCEO

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)

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.

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.