Live Phone Support Contractor - Remote LATAM

As a Live Phone Support Contractor at Coinme, you deliver exceptional real-time customer support exclusively via phone. You handle high-volume inbound calls, resolve cryptocurrency transaction issues, and build strong customer relationships through direct voice interactions. You work with the world's largest network of cryptocurrency kiosks, helping customers navigate crypto adoption with simplicity and security.

What you'll do

• 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 an average handle time of under 12 minutes while ensuring quality resolution
• Achieve a first call resolution rate of 55% or higher
• Document all customer interactions accurately in the 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
• Provide feedback on product improvements based on customer interactions

What you bring

• 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, average handle time, first call resolution, customer satisfaction)
• Experience handling complex technical troubleshooting via phone
• Fluent written and spoken English
• 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
• Ability to work autonomously with a positive attitude
• Proficiency in multitasking and 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
• Knowledge of Bitcoin and other cryptocurrencies
• Proficiency in using blockchain explorers and transaction tracking tools
• 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 camera availability for all video meetings and training sessions

Nice to have

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

What we offer

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

About Coinme

Coinme operates the world's largest network of cryptocurrency kiosks with over 40,000 locations nationwide. Through its mobile app, secure digital wallet, and DeFi integrations, Coinme makes digital currencies accessible to consumers. The company also provides a Crypto-as-a-Service platform enabling businesses to launch crypto capabilities with modular, API-first infrastructure including KYC, payment processing, liquidity, and custody solutions.