Customer Retention Representative (Chicago)

Company Overview

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.

Job Overview

We’re seeking a sales and customer service agent who will follow up with customers who were unable to complete transactions at an ATM in our Australian network. The role focuses on proactive customer engagement via WhatsApp and telephone calls to assist customers, answer queries, provide support and encourage the completion of transactions.

Responsibilities

• Following up on abandoned potential customer registrations via WhatsApp messages and outbound phone calls and assisting customers with a white‑glove level of service to register in order to transact
• Following up on abandoned and/or uncompleted ATM transactions via WhatsApp messages and outbound phone calls
• Reach out to active customers and provide proactive details around more convenient ATM locations or locations that customers may have used in the past that no longer exist and offer alternatives
• Engage with potential customers in a professional, friendly, and helpful manner
• Identify and address customer concerns, questions, or objections preventing completion of transactions
• Provide product information, pricing clarification, and basic support where required
• Accurately update customer interactions and outcomes on the CRM or tracking system
• Escalate complex queries or issues to the relevant sales or support team
• Maintain consistent follow‑up schedules to maximize conversion rates
• Ensure all communication aligns with company tone, branding, and customer service standards
• Comply with privacy, data protection, and communication regulations

Required Skills & Competencies

• Strong verbal and written communication skills (English)
• Confident telephone manner and professional WhatsApp communication style
• Customer‑focused with a problem‑solving mindset
• Strong administrative and organizational skills
• Ability to manage multiple follow‑ups efficiently
• Comfortable working with CRM systems, spreadsheets, or internal tracking tools
• Attention to detail and accurate record‑keeping
• Ability to work independently and meet follow‑up targets

Experience & Qualifications

• Previous experience in customer service, admin support, sales support, or call center environments preferred
• Experience with online sales or e‑commerce environments advantageous
• Basic computer literacy essential
• Relevant tertiary qualification preferred
• Relevant CRM experience preferred
• Minimum typing speed of 30 WPM
• Troubleshooting experience, Microsoft Office familiarity preferred
• Technical acumen (iOS, Android, etc)

Key Performance Indicators (KPIs)

• Lead conversion rate
• Abandoned cart/transaction conversion rate
• Response and follow‑up turnaround times
• Quality and accuracy of customer records
• Customer satisfaction and feedback

Bonus (Preferred)

• 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.)

Working Hours

• 40 hour week
• 6 month initial contract
• Initial 3‑week training period (Paid)
• Aligned with Australian business hours (graveyard shift) 22:00 – 08:00 SAST. Transport and cost thereof are the contractor’s full responsibility.
• Flexibility may be required during peak sales periods, public holidays or weekends.
• Possible permanent placement after the initial contract, depending on applicant performance and business needs.

Remuneration

• $12,000–$15,000
• Basic commission structure

Benefits

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.

EEO Statement

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.

SMS Consent

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 you require a special accommodation, please let us know and we’ll work with you to meet your needs.