Customer Experience Executive

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 medallions
• Tilly Pig – financial literacy products for children
• Jonny’s Sister – personalised gifts and homeware
• Bubbaboo – eco-conscious baby, toddler and adult clothing
• The Wessex Mint – precious metals savings and investment platform
• Pastel Sixteen – contemporary fashion and accessories

The Customer Experience Executive is a fully remote role responsible for delivering high-quality customer support across all

Koin Limited brands, channels, and customer touchpoints. This is a broad, multi-channel role covering inbound and outbound phone calls, email, live chat, helpdesk systems, and social media, alongside dedicated aftercare support following live commerce broadcasts and live-stream shopping events. The successful candidate will be the primary point of contact for customers across all brands — from precious metals enquiries at The Wessex Mint, through to post-purchase aftercare for live commerce customers, to general e-commerce support across the wider brand portfolio. The role requires excellent spoken and written English, confidence on the phone, strong attention to detail, and the ability to manage high volumes of customer enquiries across multiple channels simultaneously – including the spikes in enquiries that follow live commerce campaigns and product launches. The position is operational and execution-focused. Structured processes, documentation, and full training will be provided on all brands, systems, and support workflows.

Key Responsibilities

Multi-Channel Customer Support:

• Handle inbound and outbound customer phone calls across all brands, providing professional and helpful support

• Respond to customer enquiries via phone, email, live chat, helpdesk systems, and social media channels

• Provide dedicated aftercare support for live commerce customers following broadcasts and live-stream shopping

events, handling post-event enquiries, cancellations, returns, and delivery questions

• Respond to customer enquiries regarding product details, availability, delivery timelines, and promotions featured during

live events

• Assist customers across all brands with enquiries relating to orders, accounts, products, deliveries, and promotions

• Clearly explain processes, timelines, and product information across a wide range of product categories including

precious metals, collectibles, personalised gifts, and apparel

Order & Account Resolution:

• Investigate and resolve customer concerns relating to orders, account access, payments, delivery queries, returns, and

refunds

• Process order cancellations, returns, and refund requests efficiently and in line with brand policies, including those

arising from live commerce purchases

• Work closely with internal teams where required to resolve operational or fulfilment-related issues

• Ensure customers receive clear and timely updates throughout issue resolution

Customer Relationship Support:

• Provide a professional, trustworthy, and confident experience across all customer interactions

• Maintain a calm, helpful, and solution-focused tone across phone, written, and messaging channels

• Support customers engaging with higher-value or complex products such as precious metals savings programmes,

investment accounts, and subscription services

Systems & Process Management:

• Log and track all customer conversations and resolutions within Gorgias and other support systems

• Maintain accurate records of customer interactions, call notes, and issue resolutions

• Follow established brand-specific processes and service guidelines to maintain consistency across channels

• Escalate complex or unusual cases to senior team members where required

Continuous Improvement & Insight:

• Identify recurring customer questions, issues, or friction points across brands, channels, and live commerce campaigns

• Share insights with the Customer Experience Manager and wider team (including marketing and e-commerce) to improve processes, documentation, and service quality

• Support the refinement of customer support workflows, particularly for live commerce and phone-based support

Requirements

Experience & Skills:

• Previous experience in customer support or customer service roles, ideally covering both phone and written-channel

communication

• Excellent spoken English – clear, confident, and professional when speaking with customers by phone

• Excellent written English – clear, accurate, and professional across email, chat, and messaging channels

• Comfortable handling a high volume of customer enquiries across multiple channels simultaneously, including spikes

following campaigns or live commerce events

• Strong listening skills and the ability to explain processes clearly to a wide range of customers

• Strong attention to detail and accuracy when handling orders, returns, and account queries

• Ability to remain calm, professional, and solution-focused when managing customer issues

• Strong organisational skills and the ability to manage workload independently in a remote environment

Platforms & Tools (Essential):

• Experience using customer support platforms or helpdesk systems

• Experience using VoIP or online calling platforms for customer communication

• Experience using live chat support alongside email-based customer service

• Comfortable using standard productivity tools such as Microsoft 365 or Google Workspace

Working Style:

• Reliable availability aligned primarily with UK business hours, with flexibility to adjust where required based on customer

demand, call volumes, or live commerce campaign activity

• Customer-first mindset with confidence communicating directly across phone, email, chat, and social channels

• Ability to follow established processes and documentation while maintaining consistently high service standards across

brands

• Strong attention to detail and ability to manage repetitive operational tasks accurately

Desirable (but not essential):

• Experience working in financial services, investment, or precious metals-related businesses

• Experience with helpdesk platforms such as Gorgias or similar systems

• Experience supporting customers who purchased through live commerce, social commerce, or influencer campaigns

• Familiarity with Shopify or order management systems

• Familiarity with ERP systems such as NetSuite

• Experience supporting international customers across multiple markets (UK, US, Canada, Australia)

• Experience working in a remote customer support team

Benefits

• $1,000 monthly salary, rising to $1,500 per month upon successful completion of training across all brands
• Fully remote role for LATAM-based candidates
• Working hours aligned with UK business operations
• Structured onboarding and training on all Koin brands, systems, and support processes
• Opportunity to work across a diverse portfolio of fast-growing international D2C brands
• Exposure to multiple sales channels including e-commerce, phone support, live chat, social media, and the fast-growing live commerce channel
• A supportive and collaborative remote team environment
• Long-term growth opportunities within a rapidly expanding D2C business