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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
MissionConvert new clients into active, engaged service participants within the first 7 days Headcount~8–10 Onboarding Specialists + 1 Team Lead Key ToolsGoHighLevel, DisputeFox, SmartCredit Primary KPI>85% of clients fully onboarded within 7 days of signup Escalates ToOperations Manager for failed onboarding, missing docs after 7 days

2. Billing Department

Detail Info
MissionEnsure all client accounts are in good financial standing and payment issues are resolved quickly Headcount~3–5 Billing Specialists Key ToolsGoHighLevel, Shopify / payment processor Primary KPIFailed payment recovery rate >70%; billing response time <4 hours Escalates ToOperations Manager for chargebacks, legal threats, complex refund requests

3. Credit Case Specialists (CCS)

Detail Info
MissionManage active client accounts through the dispute process, maintain retention, and drive measurable credit improvement Headcount~10–15 CCS + 1–2 Team Leads Key ToolsGoHighLevel, Aircall, DisputeFox, SmartCredit Primary KPIClient retention rate >80%; SMS response time <2 hours; 100% update call completion Escalates ToTeam Lead for complex credit questions, legal threats, or client demanding cancellation

4. Dispute Team

Detail Info
MissionExecute dispute rounds efficiently and accurately to maximize item removals for each client HeadcountOutsourced to Philippines-based dispute company Key ToolsDisputeFox, SmartCredit Primary KPIDispute letters sent within SLA; bureau responses logged same day received Escalates ToOperations Manager for FCRA compliance concerns

5. Sales / Marketing

Detail Info
MissionDrive qualified traffic and conversions through Meta ads, landing pages, and UGC content Key RolesMedia Buyer, Landing Page Manager, UGC Creator Team Key MetricsCPA tracking, ad spend optimization, ROAS tracked weekly Reports ToCEO directly

Reporting Structure

Role Reports To Direct Reports
CEO—Operations Manager, Media Buyer, all leads Operations ManagerCEOAll department team leads Onboarding Team LeadOperations ManagerOnboarding Specialists CCS Team LeadOperations ManagerCredit Case Specialists Billing SpecialistsOperations Manager— CSR / CCSCCS Team Lead—

Team Distribution by Location

Country Est. Headcount Primary Roles
Philippines~30CSR, CCS, Onboarding, Billing, Dispute (outsourced) Nigeria7–10CSR support roles, misc operations Colombia~1Specialized role Dominican RepublicFewSupport roles USA1 (CEO)Leadership, strategy, final decision-making

Escalation Flow

All escalations follow a clear path. Never skip levels without cause.

  1. CSR / CCS — Attempt to resolve using SOPs and available resources
  2. Team Lead — Escalate if outside standard scope, client is threatening to leave, or legal/compliance concern arises
  3. Operations Manager — Escalate for cross-department issues, billing disputes over threshold, systemic problems
  4. 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.
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