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 c

📌 Customer Experience Executive LATAM (Mendoza)
🏢 Koin
📍 Mendoza