Customer Experience Executive LATAM

Company Overview Koin Limited is a fast-growing, multi-brand D2C e-commerce group headquartered in Poole, UK. The company operates across the UK, USA, Canada, and Australia and is working towards £100 million in annual revenue by 2030. Koin builds, operates, and scales a portfolio of direct-to-consumer brands with a strong focus on operational excellence, digital commerce, and customer experience. The group currently includes the following brands:
- The Koin Club – licensed collectible coins and medallions
- Tilly Pig – financial literacy products for children
- Jonny’s Sister – personalised gifts and homeware
- Bubbaboo – eco-conscious baby, toddler and adult clothing
- The Wessex Mint – precious metals savings and investment platform
- Pastel Sixteen – contemporary fashion and accessories

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, alongside 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 — from precious metals enquiries at The Wessex Mint, through to post-purchase aftercare for live commerce customers, to 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, and the ability to manage high volumes of customer enquiries across multiple channels simultaneously – including the spikes in enquiries that follow live commerce campaigns and product launches. The position is operational and execution-focused. Structured processes, documentation, and full training will be provided on all brands, systems, and support workflows.

Key Responsibilities

Multi-Channel Customer Support:

• Handle inbound and outbound customer phone calls across all brands, providing professional and helpful support

• Respond to customer enquiries via phone, email, live chat, helpdesk systems, and social media channels

• Provide dedicated aftercare support for live commerce customers following broadcasts and live-stream shopping

events, handling post-event enquiries, cancellations, returns, and delivery questions

• Respond to customer enquiries regarding product details, availability, delivery timelines, and promotions featured during

live events

• Assist customers across all brands with enquiries relating to orders, accounts, products, deliveries, and promotions

• Clearly explain processes, timelines, and product information across a wide range of product categories including

precious metals, collectibles, personalised gifts, and apparel

Order & Account Resolution:

• Investigate and resolve customer concerns relating to orders, account access, payments, delivery queries, returns, and

refunds

• Process order cancellations, returns, and refund requests efficiently and in line with brand policies, including those

arising from live commerce purchases

• Work closely with internal teams where required to resolve operational or fulfilment-related issues

• Ensure customers receive clear and timely updates throughout issue resolution

Customer Relationship Support:

• Provide a professional, trustworthy, and confident experience across all customer interactions

• Maintain a calm, helpful, and solution-focused tone across phone, written, and messaging channels

• Support customers engaging with higher-value or complex products such as precious metals savings programmes,

investment accounts, and subscription services

Systems & Process Management:

• Log and track all customer conversations and resolutions within Gorgias and other support systems

• Maintain accurate records of customer interactions, call notes, and iss