Customer Support Representative (Contract)

Job Description

Job Description

Description:

CoinFlip is a global digital currency platform company focused on providing consumers with simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume, with more than 5,500 kiosks across 49 U.S. states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, Brazil, Mexico, and Spain. CoinFlip’s digital currency kiosks make buying and selling major cryptocurrencies accessible for consumers who wish to purchase digital currency using cash.

CoinFlip also operates CoinFlip Preferred, a personalized over-the-counter service that provides investors with custom, white-glove support for their cryptocurrency transactions. In 2022, CoinFlip launched CoinFlip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects. We also offer the CoinFlip Crypto Wallet, a self-custodial cryptocurrency wallet available for iOS and Android devices.

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie® Awards for Customer Service. To learn more about CoinFlip and how to get started on your digital currency journey, visit

We’re seeking a Bilingual Customer Support Agent (Spanish and English) responsible for supporting our ATM customers, maintaining compliance standards, and addressing technical issues with our various products.

You’re the right fit for this role if you’re:

• Curious. You want to know the how and why behind what you do and utilize it to build an amazing customer experience.
• Patient. Opening the world of crypto to new users means we’re often educating them on our technology.
• Flexible. You can multitask calls, chats emails and texts to meet our customers where they are. 
• An effective communicator. You prize listening to our customers and championing their needs while putting them at ease.
• Motivated. Whether it’s collaborating with the team or working on your own, you can shine in any capacity.
• Solution oriented. You’re not interested in just treating the symptom but finding the root cause of an issue.
• A scholar. You are as passionate about education, especially in a field as dynamic as cryptocurrency, as we are. 

Responsibilities: 

• Supporting our ATM customer base via phone, chat, email and SMS
• Handling any functional questions regarding the usage of our ATMs and App 
• Provide basic cryptocurrency education to our customers 
• Troubleshoot ATMs and report any noticeable customer or equipment trends
• Adhering to all performance expectations
• Other duties as assigned 

Qualifications:

• Business fluent in Spanish and English 
• High School Diploma or equivalent required
• Minimum typing speed of 30 WPM 
• Competent computer literacy 
• Troubleshooting experience, Microsoft Office familiarity preferred
• Technical Acumen (iOS, Android, etc) 
• Must be located in Mexico

Nice to Have:

• Basic knowledge of cryptocurrency and blockchains
• Experience in a compliance heavy environment
• 1-2 years of previous contact center experience
• CRM Experience (Salesforce, Zendesk, Hubspot, etc.)
• Familiarity with cloud-based call center software (Five9, NICE, InContact, Softphone, etc)

Compensation:

Annual Base Salary: $10,000 - $12,500 USD

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.

Requirements: