Live Phone Support Contractor - Remote LATAM

• 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 Monday through Friday, from 11:30 AM to 8:00 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

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