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.
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 |
| Key Tools | GoHighLevel, DisputeFox, SmartCredit |
| Primary KPI | >85% of clients fully onboarded within 7 days of signup |
| Escalates To | Operations Manager 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, Shopify / payment processor |
| Primary KPI | Failed payment recovery rate >70%; billing response time <4 hours |
| Escalates To | Operations Manager for chargebacks, legal threats, complex refund requests |
3. Credit Case Specialists (CCS)
| Detail |
Info |
| Mission | Manage active client accounts through the dispute process, maintain retention, and drive measurable credit improvement |
| Headcount | ~10–15 CCS + 1–2 Team Leads |
| 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 client demanding cancellation |
4. Dispute Team
| Detail |
Info |
| Mission | Execute dispute rounds efficiently and accurately to maximize item removals for each client |
| Headcount | Outsourced to Philippines-based dispute company |
| Key Tools | DisputeFox, SmartCredit |
| Primary KPI | Dispute letters sent within SLA; bureau responses logged same day received |
| Escalates To | Operations Manager for FCRA compliance concerns |
5. Sales / Marketing
| Detail |
Info |
| Mission | Drive qualified traffic and conversions through Meta ads, landing pages, and UGC content |
| Key Roles | Media Buyer, Landing Page Manager, UGC Creator Team |
| Key Metrics | CPA $150–200,tracking, ad spend ~$100–130k/month,optimization, ROAS tracked weekly |
| Reports To | CEO directly |
Reporting Structure
| Role |
Reports To |
Direct Reports |
| CEO | — | Operations Manager, Media Buyer, all leads |
| Operations Manager | CEO | All department team leads |
| Onboarding Team Lead | Operations Manager | Onboarding Specialists |
| CCS Team Lead | Operations Manager | Credit Case Specialists |
| Billing Specialists | Operations Manager | — |
| CSR / CCS | CCS 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 leave, or legal/compliance concern arises
- Operations 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.
