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 medallionsTilly Pig – financial literacy products for childrenJonny’s Sister – personalised gifts and homewareBubbaboo – eco-conscious baby, toddler and adult clothingThe Wessex Mint – precious metals savings and investment platformPastel Sixteen – contemporary fashion and accessoriesThe Customer Experience Executive VOICE – The Wessex Mint is a remote role responsible for delivering high-quality customer support for customers interacting on PHONE CALLS with The Wessex Mint platform. Unlike general e-commerce support roles, this position involves a significant amount of phone based customer communication, alongside email and helpdesk support. The role requires clear spoken English, strong confidence speaking with customers, and the ability to explain processes clearly and professionally. The successful candidate will assist customers with enquiries relating to orders, account questions, precious metals products, delivery queries, and general support requests. This role requires professionalism, organisation, and a calm, helpful approach when assisting customers. The position is operational and execution-focused with structured processes and internal support. Training will be provided on The Wessex Mint platform, product knowledge, and internal systems.Key ResponsibilitiesCustomer Support (Phone, Email & Helpdesk)Handle inbound and outbound customer phone calls, providing professional and helpful supportRespond to customer enquiries via phone, email, and helpdesk systemsAssist customers with enquiries relating to precious metals purchases, accounts, orders, and deliveriesClearly explain processes, timelines, and product information to customersCustomer Issue ResolutionInvestigate and resolve customer concerns relating to orders, account access, payments, and delivery queriesWork closely with internal teams where required to resolve operational issuesEnsure customers receive clear and timely updates during issue resolutionCustomer Relationship SupportProvide a professional, trustworthy, and confident customer experience for customers engaging with precious metals productsSupport customers who may have questions about their purchases, savings programmes, or account detailsMaintain a calm and helpful tone during phone interactionsSystems & Process ManagementLog and track customer conversations and resolutions within customer support systemsMaintain accurate records of customer interactions and call notesEscalate complex cases to senior team members where requiredContinuous ImprovementIdentify recurring customer questions or issues and share insights with the wider teamHelp improve customer experience processes and documentation where appropriateRequirementsExperience & SkillsPrevious experience in customer support or customer service roles involving phone-based communicationExcellent spoken and written English, with clear and confident communicationComfortable handling a high volume of customer phone calls in a professional mannerStrong listening skills and the ability to clearly explain processes to customersStrong organisational skills and attention to detailAbility to remain calm, professional, and solution-focused when handling customer issuesComfortable working remotely and managing workload independentlyPlatforms & Tools (Essential)Experience using customer support platforms or helpdesk systemsExperience using standard productivity tools such as Microsoft 365 or Google WorkspaceComfortable using VoIP or online calling platforms for customer communication Working StyleReliable availability aligned primarily with UK business hours, with flexibility to adjust working hours where required based on customer demand and call volumesProfessional, customer-first mindset with confidence communicating directly with customers by phoneAbility to follow established processes and documentation while maintaining high service standardsDesirable (but not essential)Experience working in financial services, investment, or precious metals-related businessesExperience with helpdesk platforms such as Gorgias or similar systemsExperience supporting international customers across multiple marketsFamiliarity with Shopify or order management systemsExperience working in remote customer support teamsBenefits$1,500 monthly salaryFully remote role for LATAM-based candidatesWorking hours aligned with UK business operationsStructured onboarding and training on The Wessex Mint platform and processesOpportunity to work within a growing international D2C businessA supportive and collaborative remote team environmentExposure to a fast-growing precious metals and investment platform within Koin Limited
