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

📌 Customer Experience Executive LATAM (Santa Rosa)
🏢 Koin
📍 Santa Rosa