Live Phone Support Contractor
Coinme helps users buy and sell cryptocurrencies with cash by operating the largest licensed cash-to-crypto network in the United States.
Funding history
About Coinme
Coinme helps users buy and sell cryptocurrencies with cash through ATMs and kiosks at retail locations. With it, you can purchase crypto at Coinstar machines, MoneyGram locations, and ReadyCode ATMs across the country. Coinme bridges traditional cash-based transactions with digital currency access.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Handle high-volume inbound phone support, resolve cryptocurrency transaction and account access issues, assist with platform navigation, document interactions in CRM, track call drivers, escalate complex issues, and use blockchain explorers and transaction tracking tools. The role requires a professional home office, reliable internet, headset, and camera availability.
Requirements
- At least 2 years of phone-based customer support experience in technology or financial services.
- Experience meeting call center KPIs including volume, AHT, FCR, and CSAT.
- Experience with complex technical troubleshooting by phone.
- Fluent written and spoken English.
- Clear professional verbal communication skills.
- Active listening, multitasking, stress management, and time management skills.
- Ability to work autonomously in a high-volume environment.
- Knowledge of Bitcoin and other cryptocurrencies.
- Proficiency with blockchain explorers and transaction tracking tools.
- Experience with customer support CRMs and call center software.
- Competence with G-Suite.
- Reliable high-speed internet of at least 25 Mbps.
- Professional home office with noise-canceling headset.
- Backup power or internet solution.
- Professional appearance and mandatory camera use during video meetings and training.
- Ability to work Monday through Friday, 11:30 AM to 8:00 PM Pacific Time.
- Availability for 40 hours per week and U.S. bank holidays.
Responsibilities
- Handle 25-40 inbound customer support calls per day.
- Resolve cryptocurrency transaction, account access, and platform navigation issues in real time.
- Maintain an average handle time under 12 minutes while ensuring quality resolution.
- Achieve a first-call resolution rate of 55% or higher.
- Document customer interactions accurately in the CRM.
- Track and report common call drivers.
- Meet call volume and quality assurance standards.
- Escalate complex issues while maintaining customer communication.
- Use blockchain explorers and transaction tracking tools to investigate transactions.
- Participate in video meetings and training with the camera on.
