LIVE PHONE SUPPORT CUSTOMER SUPPORT ASSOCIATE – Contract Position

Reports to: Jr. CS Manager

Position Description:

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.

Objectives:

• Handle 25-40 inbound customer support calls per day with professionalism and efficiency
• Resolve customer issues related to cryptocurrency transactions, account access, and platform navigation in real-time
• Maintain average handle time of under 12 minutes while ensuring quality resolution
• Achieve first call resolution rate of 55% or higher
• Document all customer interactions accurately in CRM system during and after calls
• Track and report on common call drivers to identify process improvement opportunities
• Meet daily call volume targets and quality assurance standards
• Escalate complex issues while maintaining customer communication throughout resolution

Required Knowledge, Skills, and Abilities:

These are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job.

Experience Requirement

• Minimum of 2 years of phone-based customer support experience in technology and/or financial services environment
• Proven track record of meeting call center KPIs (volume, AHT, FCR, CSAT)
• Experience handling complex technical troubleshooting via phone

Basic Requirements

• Fluent written and spoken English required
• Clear, professional verbal communication skills with ability to explain complex concepts simply
• Active listening skills with the ability to quickly understand and resolve customer issues
• Self-starter with positive attitude and ability to work autonomously
• Proficient in multitasking - navigating multiple systems while maintaining conversation flow
• Strong stress management skills in a high-volume environment
• Effective time management with the ability to maintain consistent call volume
• Emotionally mature, patient, and adaptable in a fast-paced setting
• 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 with commitment to continuous improvement
• 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
• Provide feedback on product improvements based on customer interactions

Preferred Requirements

• Experience working with Intercom or similar support platforms
• Personal interest in Bitcoin or other crypto assets
• Bilingual capabilities (Spanish/Portuguese)
• Experience with AI-assisted support tools (Gemini, Claude, ChatGPT etc)
• Previous remote call center experience
• Financial services or fintech background

Performance Metrics

• Call volume: 25-40 calls per day
• Average handle time: Under 12 minutes
• First call resolution: 55%+
• Customer satisfaction: 70%+
• Schedule adherence: 95%+
• Quality assurance score: 80%+

Location

Fully Remote in Latin America (Excluding: Venezuela, Cuba). This position does not require travel.

Terms

• Open-ended contract with performance reviews at 30, 60, and 90 days
• HOURS: Ability to work Thursday through Monday, either from 7:00 AM to 3:30PM or 9:00AM to 5:30 PM Pacific Time
  • 40 hours per week
  • Potential part-time availability.
  • Opportunity to work additional "float" hours as needed. Must be available to work U.S. bank holidays.
• Must maintain 95%+ schedule adherence

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