Live Phone Support Customer Service Representative Contractor - Remote LATA at Coinme

Modena, Emilia-Romagna, Italy -

Full Time

Start Date

Immediate

Expiry Date

30 Dec, 25

Salary

0.0

Posted On

01 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Phone Support, Technical Troubleshooting, Multitasking, Time Management, Stress Management, Active Listening, Communication Skills, Blockchain Knowledge, Cryptocurrency Knowledge, CRM Experience, G-Suite Proficiency, Problem Solving, Adaptability, Self-Starter, Metrics-Driven

Industry

Financial Services

Description

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. 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. 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. 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. LIVE PHONE SUPPORT CUSTOMER SERVICE REPRESENTATIVE – Contract Position Reports to: Jr. CS Manager Position Description: As a Contract Live Phone Support Customer Service Representative, 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 Experience Requirement Minimum of 2 years of phone-based customer support experience in technology and/or financial services environment Phone experience must be within the last 3 years 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 Working 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 Note: These are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. 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 Candidates must be able to work shifts that range from 4:00pm to 8:00pm Pacific Time, Monday through Friday (additional availability is desired to pick up other shifts) Must maintain 95%+ schedule adherence

Responsibilities

Deliver exceptional real-time customer support via phone, handling high-volume inbound calls and resolving cryptocurrency transaction issues. Build strong customer relationships through direct voice interactions while documenting all customer interactions accurately in the CRM system.