Live Phone Support Contractor - Remote LATAM

职位要求 / 描述

<div class="content-intro"><p>At Coinme, we’re redefining access to financial services in a digital world. By combining the cutting-edge power of blockchain technology with everyday simplicity, we make digital currencies accessible and usable for all.</p> <p>As the world's largest network of cryptocurrency kiosks with over 40,000 locations nationwide, we're breaking down barriers to crypto adoption through our seamless mobile app, secure digital wallet, and DeFi integrations. Beyond our consumer offerings, we're also the infrastructure powering the crypto revolution for businesses.</p> <p>Through our enterprise Crypto-as-a-Service (CaaS) platform, we enable businesses to launch crypto capabilities in weeks, not months. Our modular, API-first infrastructure provides everything from KYC and payment processing to liquidity and custody solutions—all fully licensed and compliant.</p> <p>We’re big enough to lead the charge in decentralized finance but small enough that your ideas will make waves. Every role at Coinme contributes to building a financial future where everyone has the tools to thrive. At Coinme, your growth fuels our mission. Together, we RISE.</p></div><p><strong>LIVE PHONE SUPPORT CUSTOMER SUPPORT ASSOCIATE – Contract Position</strong></p> <p><strong>Reports to:</strong> Jr. CS Manager</p> <p><strong>Position Description:</strong></p> <p>As a Contract Customer Support Associate, you will be focused on delivering exceptional real-time customer support exclusively via phone. You will handle high-volume inbound calls, resolve cryptocurrency transaction issues, and build strong customer relationships through direct voice interactions. The ideal candidate needs to understand the principles of customer service excellence and deliver the Coinme promise of great customer care in every phone conversation.</p> <p><strong>Objectives:</strong></p> <ul> <li>Handle 25-40 inbound customer support calls per day with professionalism and efficiency</li> <li>Resolve customer issues related to cryptocurrency transactions, account access, and platform navigation in real-time</li> <li>Maintain average handle time of under 12 minutes while ensuring quality resolution</li> <li>Achieve first call resolution rate of 55% or higher</li> <li>Document all customer interactions accurately in CRM system during and after calls</li> <li>Track and report on common call drivers to identify process improvement opportunities</li> <li>Meet daily call volume targets and quality assurance standards</li> <li>Escalate complex issues while maintaining customer communication throughout resolution</li> </ul> <p><strong>Required Knowledge, Skills, and Abilities:</strong></p> <p>These are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job.</p> <p><strong>Experience Requirement</strong></p> <ul> <li>Minimum of 2 years of phone-based customer support experience in technology and/or financial services environment</li> <li>Proven track record of meeting call center KPIs (volume, AHT, FCR, CSAT)</li> <li>Experience handling complex technical troubleshooting via phone</li> </ul> <p><strong>Basic Requirements</strong></p> <ul> <li>Fluent written and spoken English required</li> <li>Clear, professional verbal communication skills with ability to explain complex concepts simply</li> <li>Active listening skills with the ability to quickly understand and resolve customer issues</li> <li>Self-starter with positive attitude and ability to work autonomously</li> <li>Proficient in multitasking - navigating multiple systems while maintaining conversation flow</li> <li>Strong stress management skills in a high-volume environment</li> <li>Effective time management with the ability to maintain consistent call volume</li> <li>Emotionally mature, patient, and adaptable in a fast-paced setting</li> <li>Genuine passion for delivering exceptional phone-based customer support</li> <li>Enthusiasm for technology and digital currency i

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