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Responsibilities
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, account access, and platform navigation, 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.
Responsibilities:
* 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.
* Accurately document all customer interactions in the CRM system during and after calls.
* Track and report on common call drivers to identify opportunities for process improvement.
* Meet daily call volume targets and quality assurance standards.
* Escalate complex issues while maintaining communication with customers throughout the resolution process.
Required Knowledge, Skills, and Abilities:
* Minimum of 2 years of phone-based customer support experience in a technology and/or financial services environment.
* Proven track record of meeting call center KPIs (call volume, AHT, FCR, CSAT).
* Experience handling complex technical troubleshooting via phone.
Basic Requirements:
* Fluent written and spoken English.
* Clear, professional verbal communication skills with the ability to explain complex concepts simply.
* Active listening skills with the ability to quickly understand and resolve customer issues.
* Self-starter with a positive attitude and ability to work autonomously.
* Proficient multitasker: able to navigate multiple systems while maintaining the flow of conversation.
* Strong stress management skills in a high-volume environment.
* Effective time management 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 a 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.
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 (AHT): Under 12 minutes.
* First call resolution (FCR): 55%+.
* Customer satisfaction (CSAT): 70%+.
* Schedule adherence: 95%+.
* Quality assurance score: 80%+.
Location:
Fully Remote in Latin America (Excluding: Venezuela, Cuba). This position does not require travel.
Terms:
* \$1500-1800 USD/month (based on experience and performance).
* Open-ended contract with performance reviews at 30, 60, and 90 days.
* Candidates must be available to work shifts ranging from 7:00 am PST - 8:00 pm PST, Monday through Friday.
* 8.5-hour shifts with a 30-minute lunch break.
* Must maintain 95%+ schedule adherence.
This job post is closed.