Live Phone Support Contractor - Remote LATAM
C
CoinmeFinancial Services, Technology
Latin America (Excluding: Venezuela, Cuba), PSTContractEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- BlockchainCommunication SkillsAnalytical SkillsEnglish communicationProblem-solving skillsVerbal communicationTroubleshootingActive listeningTechnical supportCRMCustomer support
Requirements
- Minimum of 2 years of phone-based customer support experience in technology and/or financial services
- Proven track record of meeting call center KPIs (volume, AHT, FCR, CSAT)
- Experience handling complex technical troubleshooting via phone
- Fluent written and spoken English required
- Clear, professional verbal communication skills
- Active listening skills
- Self-starter with positive attitude and ability to work autonomously
- Proficient in multitasking
- Strong stress management skills
- Effective time management
- Emotionally mature, patient, and adaptable
- Genuine passion for delivering exceptional phone-based customer support
- Enthusiasm for technology and digital currency innovation
- Knowledge of Bitcoin and other cryptocurrencies
- Proficient in using blockchain explorers and transaction tracking tools
- Metrics-driven mindset
- Experience with Customer Support CRMs and call center software
- Competence in using G-Suite (Gmail, Google Docs, Sheets, etc.)
- Reliable high-speed internet (minimum 25 Mbps)
- Professional home office setup with noise-canceling headset
- Backup power/internet solution for business continuity
- Professional appearance and mandatory camera use during all video meetings and training sessions
- Appropriate virtual background or professional home office visible during video calls
Responsibilities
- Handle 25-40 inbound customer support calls per day
- Resolve customer issues related to cryptocurrency transactions, account access, and platform navigation
- Maintain average handle time of under 12 minutes
- Achieve first call resolution rate of 55% or higher
- Document all customer interactions accurately in CRM system
- Track and report on common call drivers
- Meet daily call volume targets and quality assurance standards
- Escalate complex issues while maintaining customer communication
- Provide feedback on product improvements based on customer interactions
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