Customer Experience Executive

This is a fully remote position, open to applicants in Peru, +5 more countries.

📋 Description

• Manage incoming and outgoing customer calls across all brands.

• Address customer inquiries via phone, email, live chat, helpdesk systems, and social media platforms.

• Provide follow-up support for live commerce customers after broadcasts and live-stream shopping events.

• Handle inquiries related to post-event issues, cancellations, returns, and delivery inquiries.

• Respond to questions about product specifications, availability, shipping timelines, and promotions.

• Assist customers with their orders, account management, products, deliveries, and promotional offers across all brands.

• Clearly explain processes, timelines, and product information concerning precious metals, collectibles, personalized gifts, and apparel.

• Investigate and resolve issues related to orders, account access, payment processing, delivery inquiries, returns, and refunds.

• Process cancellations, returns, and refund requests in accordance with brand policies.

• Collaborate with internal teams to address operational or fulfillment-related challenges.

• Provide timely and clear updates throughout the resolution of issues.

• Assist customers engaging in precious metals savings programs, investment accounts, and subscription services.

• Log and monitor customer interactions and resolutions in Gorgias and other support systems.

• Maintain precise records of interactions, call notes, and issue resolutions.

• Adhere to brand-specific processes and service protocols.

• Escalate complex or unusual cases to senior team members as needed.

• Identify recurring questions, issues, and areas of friction.

• Share insights with the Customer Experience Manager and broader marketing and e-commerce teams.

• Assist in refining customer support workflows for both live commerce and phone-based assistance.

⛳️ Requirements

• Prior experience in customer support or service roles, ideally covering both phone and written communication channels.

• Excellent spoken English – clear, confident, and professional when conversing with customers by phone.

• Exceptional written English – clear, precise, and professional across email, chat, and messaging platforms.

• Comfortable managing a high volume of customer inquiries across various channels simultaneously, especially during peaks following campaigns or live commerce events.

• Strong listening abilities and the capability to explain processes clearly to a diverse range of customers.

• Keen attention to detail and accuracy when managing orders, returns, and account queries.

• Ability to remain composed, professional, and solution-oriented when addressing customer issues.

• Strong organizational skills and the ability to independently manage workload in a remote setting.

• Experience with customer support platforms or helpdesk systems.

• Familiarity with VoIP or online calling platforms for customer communications.

• Experience using live chat support along with email-based customer service.

• Proficient in standard productivity tools such as Microsoft 365 or Google Workspace.

• Reliable availability primarily aligned with UK business hours, with flexibility to adjust based on customer demand, call volumes, or live commerce campaign activity.

• Customer-first mindset with confidence in communicating directly through phone, email, chat, and social media channels.

• Ability to adhere to established processes and documentation while consistently delivering high service standards across brands.

• Strong attention to detail and capability to manage repetitive operational tasks accurately.

• Desirable: experience in financial services, investment, or businesses related to precious metals.

• Desirable: experience with helpdesk platforms like Gorgias or similar systems.

• Desirable: experience supporting customers who purchased through live commerce, social commerce, or influencer campaigns.

• Desirable: familiarity with Shopify or order management systems.

• Desirable: familiarity with ERP systems such as NetSuite.

• Desirable: experience supporting international customers across multiple markets (UK, US, Canada, Australia).

• Desirable: experience working in a remote customer support team.

🏝️ Benefits

• $1,000 monthly salary, increasing to $1,500 per month upon successful completion of training across all brands.

• Fully remote position for candidates based in LATAM.

• 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 rapidly growing international D2C brands.

• Exposure to multiple sales channels including e-commerce, phone support, live chat, social media, and the fast-growing live commerce sector.

• A supportive and collaborative remote team environment.

• Long-term growth opportunities within a rapidly expanding D2C business.