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 ****.
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 acrojects.
Lead scalable QA/QC, risk management, and workflow excellence across parallel engagements.
Lead and develop a 30 people BU, fostering a high‐performance, accountable culture.
Drive succession planning, career development, and hiring of top electrical BIM talent.
Champion adoption of BIM/VDC, automation, and emerging technologies to improve efficiency and quality.
Maintain mastery of core tools (Revit, Navisworks, ACC, Bluebeam) and sponsor innovation in prefabrication and coordination.
Leadership & Business Skills
Proven experience managing financial KPIs, forecasting, and business line performance.
Strong client‐facing leadership with a track record of account growth and team mentorship.
You Are Great for This Role If You
Love combining deep electrical/BIM expertise with business ownership and leadership.
Thrive in fast‐growing, changing environments, and naturally think in terms of scalability and long‐term impact.
Enjoy coaching and mentoring senior professionals and building strong, autonomous leadership benches.
Are energized by being the face of ENG to key US electrical clients and by driving business expansion through trust and technical excellence.
Why Join Us?
– Benefits
As a member of ENG's staff, you are hired as an independent contractor with monthly payments and the following benefits on top:
Performance Bonus Program: Quarterly performance‐based variable compensation, tied to company billing targets, BU goals, and individual performance.
Health Insurance coverage reimbursement.
No fixed minimum or maximum number of days per year.
National holiday calendars are not mandatory; you coordinate time off with your team and project timelines.
Full Work Equipment: Laptop, headphones, wireless keyboard and mouse, monitor, chair, and all necessary software licenses.
Connectivity Stipend: Monthly allowance to cover internet and related expenses.
Flex-Work Policy: Full‐time role (40 hours/week), but you can organize your schedule flexibly as long as it is coordinated with your team and does not impact delivery.
We focus on results, not face time.
Work-From-Anywhere Policy (with coordination).
#J-*****-Ljbffr

📌 Customer Experience Executive Latam (Buenos Aires)
🏢 Eng
📍 Buenos Aires