Live Phone Support Contractor - Remote LATAM

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