Koin Limited is seeking a Customer Experience Manager to lead the end-to-end customer journey for The Wessex Mint. This senior leadership role combines strategic ownership with hands-on operational management to ensure customers receive clear, professional, and trustworthy support across all channels.

What You'll Do

Own and lead the customer experience function, managing support across phone, email, and helpdesk channels.
Build, manage, and support the performance of the customer experience team, including recruitment and training.
Establish and enforce clear service standards, response times, and quality expectations.
Oversee daily operations, including high volumes of inbound and outbound customer calls, and support complex conversations.
Design and improve customer service processes to ensure efficient issue resolution.
Implement and optimize support workflows across helpdesk and CRM systems, identifying opportunities for automation.
Analyze customer feedback and recurring issues to identify operational improvements and provide insights to leadership.
Collaborate with product, operations, and marketing teams to enhance the overall customer journey.
Monitor performance metrics and customer satisfaction indicators, providing coaching and feedback to improve service delivery.
Ensure all communications maintain a professional tone appropriate for financial and precious metals products, and comply with company policies.

What We're Looking For

Significant experience in customer experience, customer support, or service operations leadership.
Proven experience managing a phone-based customer support environment.
Excellent spoken and written English, with clear and professional communication skills.
Strong leadership and team management capabilities.
Experience improving customer service systems, workflows, and operational processes.
Strong organizational and problem-solving skills.
Ability to balance strategic planning with hands-on operational support.
Experience with customer support platforms or helpdesk systems, and managing interactions across phone, email, and support platforms.
Comfortable using productivity tools like Microsoft 365 and Microsoft Teams.
Reliable availability aligned with UK business hours, with flexibility as needed.
Comfortable working remotely while managing team performance and service delivery.
A customer-first mindset with strong attention to service quality and trust.

Nice to Have

Experience in financial services, investment platforms, or precious metals businesses.
Experience with helpdesk platforms like Gorgias or similar systems.
Familiarity with Shopify, CRM platforms, or order management systems.
Experience in high-growth D2C or online businesses.
Experience building or scaling a remote customer support team.

Technical Stack

Microsoft 365
Microsoft Teams
CRM platforms
Helpdesk systems

Team & Environment

You will lead the customer experience function and be responsible for building and managing the team.

Benefits & Compensation

Salary: $2,500 monthly
Fully remote role for LATAM-based candidates
Working hours primarily aligned with UK business operations
Opportunity to lead the customer experience function for a growing precious metals platform
Exposure to a fast-scaling international D2C business
A collaborative remote team environment
Opportunity to help shape and scale customer experience systems and processes