Customer Support Representative 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, we’re breaking down barriers to crypto adoption, enabling cash-to-crypto transactions at over 40,000 locations nationwide. Whether it's through our seamless mobile app, secure digital wallet, or integrations with Decentralized Finance (DeFi) services, Coinme is empowering individuals to store, trade, and pay with their money—on their terms.

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.

Position Description:

As a Contract Customer Support Representative, you will be focused on helping us streamline our support capabilities by working on incoming and backlogged customer support requests.  The ideal candidate needs to understand the principles of customer service excellence and deliver the Coinme promise of great customer care at every encounter. This role requires availability to work Thursday through Monday, from 7:00 AM to 3:30 PM Pacific Time.

Objectives:

• Provide awesome support to customers by answering inbound customer service requests and inquiries via chat and emails, and scheduled phone calls
• Identify customer needs by asking probing questions and addressing them appropriately
• Build rapport with our customers and encourage them to return
• Track customer inquiries and monitor key customer support metrics
• Track service requests and provide insights to product teams
• Identify trends of product issues

 Qualifications

• Minimum of 2 years of excellent customer service/support experience in a technology and/or financial environment
• Knowledge of Bitcoin and other cryptocurrencies
• Proficient in using blockchain explorers and transaction tracking tools to verify and troubleshoot cryptocurrency transactions
• English is required to be fluent written and spoken
• Able to work autonomously 
• Self-starter with a positive, team-oriented attitude
• Proficient in customer support via phone, chat, and email/cases
• Strong interpersonal and clear communication skills for internal and external stakeholders
• Effective time management and multitasking abilities
• Emotionally mature, patient, and adaptable in a fast-paced setting
• Genuine passion for delivering exceptional customer support
• Enthusiasm for technology and digital currency innovation
• Metrics-driven mindset with a commitment to continuous improvement
• Familiarity with Customer Support CRMs
• Experience using G-Suite (Gmail, Google Docs, Sheets, etc.)

Preferred Qualifications

• Experience working with Intercom
• Personal interest in Bitcoin or other crypto assets
• Maintain video presence during all scheduled team meetings and conference calls
• Basic experience with AI tools (Gemini, Claude, ChatGPT etc) 

Location

Fully Remote in Latin America (Excluding: Venezuela, Cuba)

Details

This role is offered as a month-to-month contract engagement. Candidates must be able to work 7:00 am PST - 3:30 pm PST, Thursday through Monday