Customer Experience Executive LATAM

Koin Limited; Comisión de Fomento de Perú; Remote; ARS 16,917,000 - 25,376,000; Full time

Benefits offered by this job

Salary: $1,000 monthly

Salary raise to $1,500 after training

Fully remote for LATAM candidates

UK hours alignment

Structured onboarding and training

Growth opportunities across brands

Job summary

Koin Limited seeks a remote LATAM-based Customer Support specialist to handle multi-brand queries across phone, email, live chat, and social channels. You will manage orders, returns, and payments while delivering a professional customer experience.

The role aligns with UK business hours and involves onboarding across all Koin brands. You will work remotely within LATAM, supporting live commerce, premium products, and subscriptions, with structured onboarding and opportunities for growth within

Qualifications

• Experience across phone and written channels in customer support.
• Excellent spoken English and written English for professional communication.
• Comfortable with high volume inquiries across multiple channels.

Responsibilities

• Handle inbound/outbound calls and respond to inquiries via phone, email, live chat, helpdesk and social channels.
• Process order cancellations, returns and refunds in line with brand policies; coordinate with internal teams.
• Provide professional, trustworthy customer experience across all interactions; support higher-value products and subscriptions.

Skills

Spoken English

Written English

Multi-channel support

Phone support

Attention to detail

Remote work

Organisational skills

Customer service

Tools

Gorgias

VoIP

Live chat

Microsoft 365 / Google Workspace

Job description

Company Overview

Koin Limited is a fast-growing, multi-brand D2C e-commerce group headquartered in Poole, UK. The company operates across the UK, USA, Canada, and Australia and is working towards £100 million in annual revenue by 2030. Koin builds, operates, and scales a portfolio of direct-to-consumer brands with a strong focus on operational excellence, digital commerce, and customer experience.

Brands

• The Koin Club - licensed collectible coins and medallions
• Tilly Pig - financial literacy products for children
• Jonny's Sister - personalised gifts and homeware
• Bubbaboo - eco-conscious baby, toddler and adult clothing
• The Wessex Mint - precious metals savings and investment platform
• Pastel Sixteen - contemporary fashion and accessories

Key Responsibilities

Multi-Channel Customer Support

• Handle inbound and outbound customer phone calls across all brands, providing professional and helpful support
• Respond to customer enquiries via phone, email, live chat, helpdesk systems, and social media channels
• Provide dedicated aftercare support for live commerce customers following broadcasts and live-stream shopping events, handling post-event enquiries, cancellations, returns, and delivery questions
• Respond to customer enquiries regarding product details, availability, delivery timelines, and promotions featured during live events
• Assist customers across all brands with enquiries relating to orders, accounts, products, deliveries, and promotions
• Clearly explain processes, timelines, and product information across a wide range of product categories including precious metals, collectibles, personalised gifts, and apparel

Order & Account Resolution

• Investigate and resolve customer concerns relating to orders, account access, payments, delivery queries, returns, and refunds
• Process order cancellations, returns, and refund requests efficiently and in line with brand policies, including those arising from live commerce purchases
• Work closely with internal teams where required to resolve operational or fulfilment-related issues
• Ensure customers receive clear and timely updates throughout issue resolution

Customer Relationship Support

• Provide a professional, trustworthy, and confident experience across all customer interactions
• Maintain a calm, helpful, and solution-focused tone across phone, written, and messaging channels
• Support customers engaging with higher-value or complex products such as precious metals savings programmes, investment accounts, and subscription services

Systems & Process Management

• Log and track all customer conversations and resolutions within Gorgias and other support systems
• Maintain accurate records of customer interactions, call notes, and issue resolutions
• Follow established brand-specific processes and service guidelines to maintain consistency across channels
• Escalate complex or unusual cases to senior team members where required

Continuous Improvement & Insight

• Identify recurring customer questions, issues, or friction points across brands, channels, and live commerce campaigns
• Share insights with the Customer Experience Manager and wider team (including marketing and e-commerce) to improve processes, documentation, and service quality
• Support the refinement of customer support workflows, particularly for live commerce and phone-based support

Experience & Skills

• Previous experience in customer support or customer service roles, ideally covering both phone and written-channel communication
• Excellent spoken English - clear, confident, and professional when speaking with customers by phone
• Excellent written English - clear, accurate, and professional across email, chat, and messaging channels
• Comfortable handling a high volume of customer enquiries across multiple channels simultaneously, including spikes following campaigns or live commerce events
• Strong listening skills and the ability to explain processes clearly to a wide range of customers
• Strong attention to detail and accuracy when handling orders, returns, and account queries
• Ability to remain calm, professional, and solution-focused when managing customer issues
• Strong organisational skills and the ability to manage workload independently in a remote environment

Platforms & Tools (Essential)

• Experience using customer support platforms or helpdesk systems
• Experience using VoIP or online calling platforms for customer communication
• Experience using live chat support alongside email-based customer service
• Comfortable using standard productivity tools such as Microsoft 365 or Google Workspace

Working Style

• Reliable availability aligned primarily with UK business hours, with flexibility to adjust where required based on customer demand, call volumes, or live commerce campaign activity
• Customer-first mindset with confidence communicating directly across phone, email, chat, and social channels
• Ability to follow established processes and documentation while maintaining consistently high service standards across brands
• Strong attention to detail and ability to manage repetitive operational tasks accurately

Desirable (but not essential)

• Experience working in financial services, investment, or precious metals-related businesses
• Experience with helpdesk platforms such as Gorgias or similar systems
• Experience supporting customers who purchased through live commerce, social commerce, or influencer campaigns
• Familiarity with Shopify or order management systems
• Familiarity with ERP systems such as NetSuite
• Experience supporting international customers across multiple markets (UK, US, Canada, Australia)
• Experience working in a remote customer support team

Benefits

• $1,000 monthly salary, rising to $1,500 per month upon successful completion of training across all brands
• Fully remote role for LATAM-based candidates
• Working hours aligned with UK business operations
• Structured onboarding and training on all Koin brands, systems, and support processes
• Opportunity to work across a diverse portfolio of fast-growing international D2C brands
• Exposure to multiple sales channels including e-commerce, phone support, live chat, social media, and the fast-growing live commerce channel
• A supportive and collaborative remote team environment
• Long-term growth opportunities within a rapidly expanding D2C business