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 Administrator supports the Customer Experience team with structured administrative tasks that help ensure customer enquiries, returns, and order issues are handled efficiently and accurately across multiple Koin brands. This role focuses on the operational side of customer support, including processing returns and refunds, responding to customer reviews, and managing disputes such as payment chargebacks. The position works closely with the Operations Director and wider operations team to ensure customer issues are resolved quickly and processes are followed consistently. The role is fully remote and based in LATAM, working initially aligned with UK business hours. Full training will be provided on Koin’s systems, processes, and brand portfolio. This is a detail-oriented, process-driven role suited to someone organised, reliable, and comfortable working with digital systems and written communication in English.Key ResponsibilitiesReturns & Refund ProcessingProcess customer returns and refunds across multiple brands and marketplacesVerify return eligibility and ensure refunds are processed accurately and in line with company policiesMaintain accurate records of return and refund activity within internal systemsCustomer Reviews ManagementMonitor and respond to customer reviews across relevant platformsAddress negative reviews professionally and escalate where requiredEnsure responses reflect brand tone and customer experience standardsChargebacks & Dispute HandlingAssist in managing payment disputes and chargebacks from payment providersGather supporting documentation and submit responses to dispute casesMaintain records of dispute outcomes and ensure internal tracking is up to dateCustomer Support AdministrationSupport the Customer Experience team in responding to customer enquiries where requiredHelp manage support tickets and ensure cases are assigned and tracked correctlyMaintain organised records of customer interactions and case resolutionsOperational SupportAssist with general administrative tasks within the Customer Experience departmentSupport internal reporting on returns, refunds, disputes, and recurring issuesFollow established processes and help identify opportunities to improve efficiencyRequirementsExcellent written and spoken EnglishStrong attention to detail and organisational abilityComfortable working with structured processes and administrative tasksAbility to follow procedures carefully and maintain accurate recordsReliable internet connection and suitable remote working environmentAbility to work aligned with UK business hoursGeneral computer literacy and ability to learn internal systems quicklyMicrosoft 365 (Outlook, Excel, Teams) or similar productivity tools Essential Skills & ExperiencePrevious experience in customer service, administration, or e-commerce support rolesStrong written communication skills for customer-facing responsesAbility to handle customer issues professionally and calmlyHigh level of reliability and accuracy in administrative workExperience using customer support platforms such as Gorgias or ZendeskFamiliarity with Shopify or other e-commerce platformsExperience responding to online customer reviewsExperience managing payment disputes or chargebacksFamiliarity with task management platforms such as AsanaBenefits$1,000 monthly salaryFully remote role (LATAM-based)Initial working hours aligned with UK business hours, with potential flexibility over timeStructured onboarding and training on Koin systems and brandsOpportunity to work across multiple international D2C brandsExposure to e-commerce operations and customer experience processesSupportive remote team environment with opportunities to grow within the company

Customer Experience Administrator LATAM

Emma

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About Koin Limited:

www.koinlimited.co.uk/

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