[Hiring] Customer Experience Executive @Koin Limited

Role Description

The Customer Experience Executive is a fully remote role responsible for delivering high-quality customer support across all Koin Limited brands, channels, and customer touchpoints. This is a broad, multi-channel role covering:

• Inbound and outbound phone calls
• Email, live chat, helpdesk systems, and social media
• Dedicated aftercare support following live commerce broadcasts and live-stream shopping events

The successful candidate will be the primary point of contact for customers across all brands, handling:

• Precious metals enquiries at The Wessex Mint
• Post-purchase aftercare for live commerce customers
• General e-commerce support across the wider brand portfolio

The role requires:

• Excellent spoken and written English
• Confidence on the phone
• Strong attention to detail
• Ability to manage high volumes of customer enquiries across multiple channels simultaneously

The position is operational and execution-focused, with structured processes, documentation, and full training provided on all brands, systems, and support workflows.

Qualifications

• 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
• 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

Requirements

• 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 customer service
• Comfortable using standard productivity tools such as Microsoft 365 or Google Workspace

Benefits

• $1,000 monthly salary, rising to $1,500 per month upon successful completion of training across all brands
• Fully remote role for LATAM-based candidates
• 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 fast-growing international D2C brands
• Exposure to multiple sales channels including e-commerce, phone support, live chat, social media, and the fast-growing live commerce channel
• A supportive and collaborative remote team environment
• Long-term growth opportunities within a rapidly expanding D2C business