Customer Experience Executive LATAM

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

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