Customer Experience Executive

🕒 September 11

🌐 Peru, Ecuador, +4 more countries – Remote

🇵🇪 Peru – Remote 🇪🇨 Ecuador – Remote 🇨🇱 Chile – Remote 🇵🇦 Panama – Remote 🇺🇾 Uruguay – Remote 🇸🇻 El Salvador – Remote

💵 $12k - $18k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 19%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Koin Limited

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

Koin Limited is a company for which public-facing information is currently unavailable. The provided website content is a placeholder saying "Big changes are coming... come back soon" and includes only minimal CSS; there are no product, sector, or business-model details to analyze. Based on the available data, no definitive industry classification can be made. If more information (e. g. , a company blurb, product descriptions, or corporate filings) is provided, a more specific description and industry assignment can be given.

📋 Description

• Handle inbound and outbound customer phone calls across all brands • Respond to customer enquiries via phone, email, live chat, helpdesk systems, and social media channels • Provide aftercare support for live commerce customers following broadcasts and live-stream shopping events • Handle post-event enquiries, cancellations, returns, and delivery questions • Respond to enquiries about product details, availability, delivery timelines, and promotions • Assist customers with orders, accounts, products, deliveries, and promotions • Explain processes, timelines, and product information across precious metals, collectibles, personalised gifts, and apparel • Investigate and resolve concerns involving orders, account access, payments, deliveries, returns, and refunds • Process cancellations, returns, and refunds in line with brand policies • Work with internal teams to resolve operational or fulfilment issues • Provide customers with clear and timely updates during issue resolution • Support customers engaging with precious metals savings programmes, investment accounts, and subscription services • Log and track customer conversations and resolutions in Gorgias and other support systems • Maintain accurate interaction records, call notes, and issue resolutions • Follow brand-specific processes and service guidelines • Escalate complex or unusual cases to senior team members • Identify recurring questions, issues, and friction points across brands, channels, and live commerce campaigns • Share insights with the Customer Experience Manager and wider marketing and e-commerce teams • Support refinement of customer support workflows for live commerce and phone-based support

🎯 Requirements

• 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 • 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 • 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 • Experience working in financial services, investment, or precious metals-related businesses is desirable but not essential • Experience with helpdesk platforms such as Gorgias or similar systems is desirable but not essential • Experience supporting customers who purchased through live commerce, social commerce, or influencer campaigns is desirable but not essential • Familiarity with Shopify or order management systems is desirable but not essential • Familiarity with ERP systems such as NetSuite is desirable but not essential • Experience supporting international customers across multiple markets (UK, US, Canada, Australia) is desirable but not essential • Experience working in a remote customer support team is desirable but not essential

🏖️ 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