Company Overview Koin Limited is a fast-growing, multi-brand D2C e-commerce group headquartered in Poole, UK. The company operates across the UK, USA, Canada, and Australia and is working towards £100 million in annual revenue by 2030. Koin builds, operates, and scales a portfolio of direct-to-consumer brands with a strong focus on operational excellence, digital commerce, and customer experience. The group currently includes the following brands:
• The Koin Club – licensed collectible coins and medallions
• Tilly Pig – financial literacy products for children
• Jonny’s Sister – personalised gifts and homeware
• Bubbaboo – eco-conscious baby, toddler and adult clothing
• The Wessex Mint – precious metals savings and investment platform
• Pastel Sixteen – contemporary fashion and accessories
As a Customer Experience Executive, you will handle customer enquiries via email, live chat, and social media, ensuring timely and professional responses. Your responsibilities include processing refunds, resolving order issues, providing accurate product and shipping information, and assisting with account queries. You will log interactions, identify recurring issues for process improvements, and suggest automation opportunities. Additionally, you will collaborate with internal teams to resolve concerns, respond to customer reviews, and maintain the correct brand tone in all communications. Escalating complex issues where necessary, you will play a key role in delivering a smooth and positive customer experience.
Key Responsibilities • Respond to customer queries via email, live chat, and social media in a professional and timely manner. • Process refund requests and order adjustments in line with company policies. • Investigate and resolve order-related issues such as delayed deliveries, incorrect items, or missing parcels. • Provide accurate information about products, stock availability, and shipping times. • Monitor and respond to social media messages, ensuring queries are addressed and escalating where necessary. • Accurately tag customer interactions and resolutions in the internal system for future reference. • Identify common customer questions or recurring issues and report them to the team for process improvements. • Flag frequent customer queries that could be answered by the AI tool and provide feedback to the Manager to enhance automation. • Work closely with the warehouse, purchasing and product teams to resolve issues and ensure smooth customer experiences. • Assist customers with account-related queries, including updating details and explaining company policies. • Respond to customer reviews and escalate concerns to maintain a positive brand reputation. • Ensure the correct tone of voice is used across interactions for each brand
Requirements
- You have at least 2 years of experience in customer service roles.
- A proactive problem solver with a natural curiosity and eagerness to learn new technologies.
- Excellent communication skills and a customer-first mindset.
- Strong organisational skills and the ability to work well under pressure.
- A team player who thrives in a collaborative environment.
Benefits
- Competitive Salary: We offer a competitive salary commensurate with experience and qualifications.
- $1000 Base Salary
- Paid Time Off: 25 days of paid vacation per year inclusive of candidates local public holidays.
- Work From Home
- Training & Development
- Performance Bonus
At Koin, we specialise in creating and growing exceptional online brands that captivate audiences worldwide. Founded in 2012, we’ve built a reputation for transforming bold ideas into thriving e-commerce businesses, driven by innovation, creativity, and a commitment to delivering outstanding customer experiences. As a pure e-commerce company, our mission is clear: to develop and acquire brands that resonate with customers and have the potential to succeed on a global scale. From product ideation to seamless online sales, we focus on every detail to ensure our brands stand out in competitive markets. Our success is fueled by a passion for identifying untapped opportunities, optimising customer journeys, and leveraging technology to drive growth and efficiency. Our portfolio is diverse and ever-growing, with each brand designed to solve real-world needs, spark curiosity, and deliver value. Whether through imaginative new launches or strategic acquisitions, every brand we create carries a commitment to quality, creativity, and customer satisfaction. With an eye on sustainability and a focus on meaningful connections, we strive to build businesses that make a lasting impact. Looking ahead, we’re on an ambitious journey to achieve £100 million in turnover by 2030. This growth will come through smart diversification, expansion into new markets, and continuous investment in our operational infrastructure. By embracing innovation and adapting to the evolving digital landscape, we are well-positioned to reach our goals and continue delivering excellence to our customers worldwide.
Key team members
Daniel Rose
Emiliano Gomide
Rachel Darby
Hayley Cox
Jobr aggregates jobs directly from company career portals — no middlemen. Our team applies on your behalf with AI-tailored resumes, reviewed by a human before submission.