Live Phone Support Contractor - Remote LATAM
Core
Deliver real-time phone support for cryptocurrency transaction issues, account access, and platform navigation to high-volume inbound callers.
Role type
Contract Customer Support Associate (Phone)
Builds
Consumer-facing support for Coinme's mobile app, digital wallet, and DeFi integrations
Domain
Cryptocurrency / Fintech
Deliverable
client delivery
Required skills
Phone-based customer support, cryptocurrency transaction troubleshooting, CRM documentation, technical troubleshooting via phone, English fluency, blockchain explorer usage, call center software proficiency
Preferred skills
Spanish/Portuguese bilingualism, AI-assisted support tools experience, Intercom platform experience, fintech background
Technologies
G-Suite, Intercom, blockchain explorers, call center software
Responsibilities
Handle 25-40 inbound calls daily, resolve crypto transaction and account access issues, maintain average handle time under 12 minutes, achieve 55%+ first call resolution, document interactions in CRM, track call drivers for process improvement, escalate complex issues while maintaining communication
Seniority
Contract, individual contributor