Customer Service Representative, Live Phone Support

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September 30

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Coinme

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Crypto • eCommerce • Fintech

Coinme is a cryptocurrency exchange platform that enables users to buy and sell cryptocurrencies instantly with cash or debit. Established as one of the first Bitcoin ATM providers, Coinme operates over 40,000 locations including Coinstar kiosks, making it convenient for everyday consumers to access digital currencies. The platform is designed to be user-friendly, allowing even beginners to navigate crypto transactions and management easily.

11 - 50 employees

Founded 2014

₿ Crypto

🛍️ eCommerce

💳 Fintech

📋 Description

• Deliver exceptional real-time customer support exclusively via phone • Handle high-volume inbound calls (25-40 per day) with professionalism and efficiency • Resolve customer issues related to cryptocurrency transactions, account access, and platform navigation in real-time • Maintain average handle time of under 12 minutes while ensuring quality resolution • Achieve first call resolution rate of 55% or higher • Document all customer interactions accurately in CRM system during and after calls • Track and report on common call drivers to identify process improvement opportunities • Meet daily call volume targets and quality assurance standards • Escalate complex issues while maintaining customer communication throughout resolution • Participate in performance reviews at 30, 60, and 90 days and ongoing QA processes • Work assigned shifts (4:00pm to 8:00pm Pacific Time Monday–Friday) and maintain 95%+ schedule adherence • Report to Jr. CS Manager and collaborate with internal teams for escalations and product feedback

🎯 Requirements

• Minimum of 2 years of phone-based customer support experience in technology and/or financial services environment • Phone experience must be within the last 3 years • Proven track record of meeting call center KPIs (volume, AHT, FCR, CSAT) • Experience handling complex technical troubleshooting via phone • Fluent written and spoken English • Clear, professional verbal communication skills with ability to explain complex concepts simply • Active listening skills with the ability to quickly understand and resolve customer issues • Self-starter with positive attitude and ability to work autonomously • Proficient in multitasking - navigating multiple systems while maintaining conversation flow • Strong stress management skills in a high-volume environment • Effective time management with the ability to maintain consistent call volume • Emotionally mature, patient, and adaptable in a fast-paced setting • Genuine passion for delivering exceptional phone-based customer support • Enthusiasm for technology and digital currency innovation • Working knowledge of Bitcoin and other cryptocurrencies • Proficient in using blockchain explorers and transaction tracking tools • Metrics-driven mindset with commitment to continuous improvement • Experience with Customer Support CRMs and call center software • Competence in using G-Suite (Gmail, Google Docs, Sheets, etc.) • Reliable high-speed internet (minimum 25 Mbps) • Professional home office setup with noise-canceling headset • Backup power/internet solution for business continuity • Professional appearance and mandatory camera use during all video meetings and training sessions • Appropriate virtual background or professional home office visible during video calls • Provide feedback on product improvements based on customer interactions • Preferred: Experience working with Intercom or similar support platforms • Preferred: Personal interest in Bitcoin or other crypto assets • Preferred: Bilingual capabilities (Spanish/Portuguese) • Preferred: Experience with AI-assisted support tools (Gemini, Claude, ChatGPT etc) • Preferred: Previous remote call center experience • Preferred: Financial services or fintech background