Live Phone Support Contractor - Remote LATAM

At Coinme, we’re redefining access to financial services in a digital world. By combining the cutting-edge power of blockchain technology with everyday simplicity, we make digital currencies accessible and usable for all.As the world's largest network of cryptocurrency kiosks with over 40,000 locations nationwide, we're breaking down barriers to crypto adoption through our seamless mobile app, secure digital wallet, and DeFi integrations. Beyond our consumer offerings, we're also the infrastructure powering the crypto revolution for businesses.Through our enterprise Crypto-as-a-Service (CaaS) platform, we enable businesses to launch crypto capabilities in weeks, not months. Our modular, API-first infrastructure provides everything from KYC and payment processing to liquidity and custody solutions—all fully licensed and compliant.We’re big enough to lead the charge in decentralized finance but small enough that your ideas will make waves. Every role at Coinme contributes to building a financial future where everyone has the tools to thrive. At Coinme, your growth fuels our mission. Together, we RISE.LIVE PHONE SUPPORT CUSTOMER SUPPORT ASSOCIATE – Contract PositionReports to: Jr. CS ManagerPosition 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 efficiencyResolve customer issues related to cryptocurrency transactions, account access, and platform navigation in real-timeMaintain average handle time of under 12 minutes while ensuring quality resolutionAchieve first call resolution rate of 55% or higherDocument all customer interactions accurately in CRM system during and after callsTrack and report on common call drivers to identify process improvement opportunitiesMeet daily call volume targets and quality assurance standardsEscalate complex issues while maintaining customer communication throughout resolutionRequired Knowledge, Skills, and Abilities:These are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job.Experience RequirementMinimum of 2 years of phone-based customer support experience in technology and/or financial services environmentProven track record of meeting call center KPIs (volume, AHT, FCR, CSAT)Experience handling complex technical troubleshooting via phoneBasic RequirementsFluent written and spoken English requiredClear, professional verbal communication skills with ability to explain complex concepts simplyActive listening skills with the ability to quickly understand and resolve customer issuesSelf-starter with positive attitude and ability to work autonomouslyProficient in multitasking - navigating multiple systems while maintaining conversation flowStrong stress management skills in a high-volume environmentEffective time management with the ability to maintain consistent call volumeEmotionally mature, patient, and adaptable in a fast-paced settingGenuine passion for delivering exceptional phone-based customer supportEnthusiasm for technology and digital currency innovationKnowledge of Bitcoin and other cryptocurrenciesProficient in using blockchain explorers and transaction tracking toolsMetrics-driven mindset with commitment to continuous improvementExperience with Customer Support CRMs and call center softwareCompetence in using G-Suite (Gmail, Google Docs, Sheets, etc.)Reliable high-speed internet (minimum 25 Mbps)Professional home office setup with noise-canceling headsetBackup power/internet solution for business continuityProfessional appearance and mandatory camera use during all video meetings and training sessionsAppropriate virtual background or professional home office visible during video callsProvide feedback on product improvements based on customer interactionsPreferred RequirementsExperience working with Intercom or similar support platformsPersonal interest in Bitcoin or other crypto assetsBilingual capabilities (Spanish/Portuguese)Experience with AI-assisted support tools (Gemini, Claude, ChatGPT etc)Previous remote call center experienceFinancial services or fintech backgroundPerformance MetricsCall volume: 25-40 calls per dayAverage handle time: Under 12 minutesFirst call resolution: 55%+Customer satisfaction: 70%+Schedule adherence: 95%+Quality assurance score: 80%+LocationFully Remote in Latin America (Excluding: Venezuela, Cuba). This position does not require travel.TermsOpen-ended contract with performance reviews at 30, 60, and 90 daysHOURS: Ability to work Monday through Friday, from 11:30 AM t