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 Net Suite
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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📌 Customer Experience Executive LATAM (Santa Fe)
🏢 Koin
📍 Santa Fe