--- title: 'Live Phone Support Contractor - Remote LATAM at Coinme' canonical: 'https://feeny.ai/job/live-phone-support-contractor-remote-latam-coinme-latin-america-xn4rqbs0s8nz' type: 'job' last_seen: '2026-09-13' --- # Live Phone Support Contractor - Remote LATAM at Coinme - **Company:** Coinme - **Location:** Latin America - **Work type:** remote - **Posted:** 2025-09-30 - **Last confirmed live:** 2026-09-13 - **Apply:** https://job-boards.greenhouse.io/coinme/jobs/4937989008 ## Job description 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 Position Reports to: Jr. CS Manager Position 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 efficiency - Resolve customer issues related to cryptocurrency transactions, account access, and platform navigation in real-time - Maintain average handle time of under 12 minutes while ensuring quality resolution - Achieve first call resolution rate of 55% or higher - Document all customer interactions accurately in CRM system during and after calls - Track and report on common call drivers to identify process improvement opportunities - Meet daily call volume targets and quality assurance standards - Escalate complex issues while maintaining customer communication throughout resolution Required Knowledge, Skills, and Abilities: These are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. ## Experience Requirement - Minimum of 2 years of phone-based customer support experience in technology and/or financial services environment - Proven track record of meeting call center KPIs (volume, AHT, FCR, CSAT) - Experience handling complex technical troubleshooting via phone ## Basic Requirements - Fluent written and spoken English required - Clear, professional verbal communication skills with ability to explain complex concepts simply - Active listening skills with the ability to quickly understand and resolve customer issues - Self-starter with positive attitude and ability to work autonomously - Proficient in multitasking - navigating multiple systems while maintaining conversation flow - Strong stress management skills in a high-volume environment - Effective time management with the ability to maintain consistent call volume - Emotionally mature, patient, and adaptable in a fast-paced setting - Genuine passion for delivering exceptional phone-based customer support - Enthusiasm for technology and digital currency innovation - Knowledge of Bitcoin and other cryptocurrencies - Proficient in using blockchain explorers and transaction tracking tools - Metrics-driven mindset with commitment to continuous improvement - Experience with Customer Support CRMs and call center software - Competence in using G-Suite (Gmail, Google Docs, Sheets, etc.) - Reliable high-speed internet (minimum 25 Mbps) - Professional home office setup with noise-canceling headset - Backup power/internet solution for business continuity - Professional appearance and mandatory camera use during all video meetings and training sessions - Appropriate virtual background or professional home office visible during video calls - Provide feedback on product improvements based on customer interactions ## Preferred Requirements - Experience working with Intercom or similar support platforms - Personal interest in Bitcoin or other crypto assets - Bilingual capabilities (Spanish/Portuguese) - Experience with AI-assisted support tools (Gemini, Claude, ChatGPT etc) - Previous remote call center experience - Financial services or fintech background Performance Metrics - Call volume: 25-40 calls per day - Average handle time: Under 12 minutes - First call resolution: 55%+ - Customer satisfaction: 70%+ - Schedule adherence: 95%+ - Quality assurance score: 80%+ Location Fully Remote in Latin America (Excluding: Venezuela, Cuba). This position does not require travel. Terms - Open-ended contract with performance reviews at 30, 60, and 90 days - HOURS: Ability to work Thursday through Monday, either from 7:00 AM to 3:30PM or 9:00AM to 5:30 PM Pacific Time - 40 hours per week - Potential part-time availability. - Opportunity to work additional “float” hours as needed. Must be available to work U.S. bank holidays. - Must maintain 95%+ schedule adherence Check out our [AI Usage Guidelines](https://coinme.com/wp-content/uploads/2025/10/Coinme-AI-Usage-Guidelines-for-Candidates-10.2025.pdf) to understand how we approach AI tools during the hiring process. ## About Coinme ## Company Overview - **One-liner**: Coinme provides a regulated, API-first crypto infrastructure platform that enables banks, fintechs, and other enterprises to offer crypto trading, custody, on/off-ramps, and compliance services. - **Entity Type**: Private (Series A, Total Funding $30.6M) - **Headquarters**: Seattle, Washington, United States - **Founded**: 2014 - **Founders**: Neil Bergquist (Co-Founder & CEO) ## Core Business - **Primary Industry**: Financial Services / Crypto Infrastructure - **Target Customers**: B2B – Banks, neobanks, payment apps, remittance platforms, Web3 wallets, and investment platforms. - **Mission Statement**: “To be the world’s trusted gateway to digital currencies and a better financial future.” ## Products & Services - **Crypto-as-a-Service APIs**: Modular APIs for fiat-to-crypto and crypto-to-fiat conversion, real-time quoting, settlement, and liquidity. [coinme.com](https://coinme.com/) - **KYC/AML Compliance**: Turnkey identity verification and blockchain monitoring for regulatory compliance. - **Custody**: Integrated custody solutions or settlement to non-custodial wallets. - **Payment Processing**: Debit, bank transfer, and cash options for crypto payments. - **Remittance**: Stablecoin-based cross-border transfers with instant settlement and low fees. - **On-Chain Monitoring**: Real-time blockchain monitoring for enhanced compliance and fraud detection. ## Market Standing - **Valuation**: Not publicly disclosed. - **Key Metric**: Total Funding $30.6M (7 rounds); Annual Revenue ~$8.1M (LinkedIn estimate). [LinkedIn](https://www.linkedin.com/company/coinme) - **Notable Investors/Partners**: Digital Currency Group (lead), Pantera Capital, Nima Capital, Hard Yaka, Blockchain.com, MoneyGram International (Series A lead), Xpring (Ripple). [LinkedIn](https://www.linkedin.com/company/coinme) - **Growth Signals**: First licensed Bitcoin ATM company in the US; Fastest Growing Company in the Pacific Northwest; operates in 10 countries; grew from a handful of ATMs to thousands of locations; parent company acquired by Polygon Labs. [coinme.com/careers](https://coinme.com/careers/) ## Competitive Advantages - **Regulatory Leadership**: Fully licensed and regulated in the US with built-in KYC/AML, enabling a turnkey compliance solution for partners. - **Modular API-First Architecture**: Partners can pick and choose components (payment, KYC, custody, liquidity) and integrate within weeks, not months. - **Deep Liquidity & Multi-Currency Support**: Access to deep liquidity across multiple currencies to ensure best pricing. - **Proven B2B2C Model**: Already powering Web2 and Web3 companies with a seamless, white-label crypto experience. ## Strategic Focus - **Expanding Enterprise Partnerships**: Targeting banks, neobanks, and payment apps to embed crypto services. - **Global Scaling**: Leveraging regulatory licenses and remote-first team to enter new markets (currently 10 countries). - **Product Depth**: Continuing to evolve modular APIs and on-chain monitoring to meet growing compliance and scalability demands. ## Why Work Here - **Remote-First Culture**: Fully remote company headquartered in Seattle, hiring worldwide. [coinme.com/careers](https://coinme.com/careers/) - **Perks & Benefits**: 100% company-paid health insurance for employees and dependents, 401k/RRSP, stock options, discretionary time off, 8 weeks paid parental leave, $600 professional development reimbursement, zero-fee crypto trading, employee discount program. [coinme.com/careers](https://coinme.com/careers/) - **Engineering Culture**: Emphasis on simplicity, integrity, excellence, and growth mindset. Small, high-impact teams (50 employees, ~23% technical). [LinkedIn](https://www.linkedin.com/company/coinme) - **Values**: RISE – Reach, Integrity, Simplicity, Excellence. [coinme.com/careers](https://coinme.com/careers/) ## Sources 1. [Coinme Official Website](https://coinme.com/) 2. [Coinme Careers Page](https://coinme.com/careers/) 3. [Coinme Greenhouse Jobs](https://job-boards.greenhouse.io/coinme) 4. [Coinme About Page](https://coinme.com/about/) 5. [Coinme LinkedIn](https://www.linkedin.com/company/coinme) ## Other roles at Coinme - [Technical Solutions Engineer](https://feeny.ai/job/technical-solutions-engineer-coinme-canada-usa-or-latin-9z7h0qm0xetj) — Canada Usa OR Latin, United States - [Director of Payments & Risk](https://feeny.ai/job/director-of-payments-risk-coinme-united-states-1qpyfvpcz828) — United States - [Chief Executive Officer, The Dollar Foundation](https://feeny.ai/job/chief-executive-officer-the-dollar-foundation-coinme-remote-7tay7w3xfz5p)