Key Responsibilities
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.
The group currently includes the following 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
This role supports the Customer Experience team with structured administrative tasks that help ensure customer enquiries, returns, and order issues are handled efficiently and accurately across multiple Koin brands.
This role focuses on the operational side of customer support, including processing returns and refunds, responding to customer reviews, and managing disputes such as payment chargebacks.
The position works closely with the Operations Director and wider operations team to ensure customer issues are resolved quickly and processes are followed consistently.
The role is fully remote and based in LATAM, working initially aligned with UK business hours.
Full training will be provided on Koin's systems, processes, and brand portfolio.
This is a detail-oriented, process-driven role suited to someone organised, reliable, and comfortable working with digital systems and written communication in English.




Key Responsibilities
Returns & Refund Processing
Process customer returns and refunds across multiple brands and marketplaces
Verify return eligibility and ensure refunds are processed accurately and in line with company policies
Maintain accurate records of return and refund activity within internal systems
Customer Reviews Management
Monitor and respond to customer reviews across relevant platforms
Address negative reviews professionally and elevate where required
Ensure responses reflect brand tone and customer experience standards
Chargebacks & Dispute Handling
Assist in managing payment disputes and chargebacks from payment providers
Gather supporting documentation and submit responses to dispute cases
Maintain records of dispute outcomes and ensure internal tracking is up to date
Customer Support Administration
Support the Customer Experience team in responding to customer enquiries where required
Help manage support tickets and ensure cases are assigned and tracked correctly
Maintain organised records of customer interactions and case resolutions
Operational Support
Assist with general administrative tasks within the Customer Experience department
Support internal reporting on returns, refunds, disputes, and recurring issues




Follow established processes and help identify opportunities to improve efficiency
Requirements
Excellent written and spoken English
Strong attention to detail and organisational ability
Comfortable working with structured processes and administrative tasks
Ability to follow procedures carefully and maintain accurate records
Reliable internet connection and suitable remote working environment
Ability to work aligned with UK business hours
Essential Systems / Tools
General computer literacy and ability to learn internal systems quickly
Microsoft 365 (Outlook, Excel, Teams) or similar productivity tools Essential Skills & Experience
Previous experience in customer service, administration, or e-commerce support roles
Strong written communication skills for customer-facing responses
Ability to handle customer issues professionally and calmly
High level of reliability and accuracy in administrative work
Desirable (but Not Essential)
Experience using customer support platforms such as Gorgias or Zendesk
Familiarity with Shopify or other e-commerce platforms
Experience responding to online customer reviews
Experience managing payment disputes or chargebacks
Familiarity with task management platforms such as Asana
Benefits
$1,000 monthly salary
Fully remote role (LATAM-based)
Initial working hours aligned with UK business hours, with potential flexibility over time
Structured onboarding and training on Koin systems and brands
Opportunity to work across multiple international D2C brands
Exposure to e-commerce operations and customer experience processes
Supportive remote team environment with opportunities to grow within the company
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📌 Customer Experience Administrator (Quilmes)
🏢 Koin
📍 Quilmes