Merchant Support Representative

Job Description

Job Description

At Koalafi, we believe in a world where no one has to put an important purchase on hold. That's why we're making it easier for more people to pay for big purchases over time.

Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers, while increasing sales and strengthening customer loyalty. Their 2M+ customers love us because we provide a flexible way for them to make payments and give them an opportunity to improve their credit. Our 200+ Koalafi teammates enjoy inspiring and challenging work that accelerates their careers.

Interested in learning more about how we're transforming the financing experience and joining our team?

What You'll Do

We are in search of a Merchant Support Representative to assist in providing exceptional support to our growing merchant network. You will have the unique opportunity to grow alongside the company and help shape the future direction.

This associate will help manage all existing merchant relationships through daily inbound and outbound, proactive contact. This individual will be the point of contact for the merchant and a key contributor to client satisfaction, and responsible for addressing any questions regarding accounts or applications with timely and accurate information. You will be responsible for building deep relationships with our merchants and retail partners. We are looking for someone with strong customer service experience and sound judgment who is trustworthy and able to work quickly, efficiently, and independently. We are looking for a flexible, customer-oriented individual who is ready to hit the ground running & help us scale. In this role you will:

• Handle inbound phone calls, chats, and emails from retailers to assist in lease or loan application processing.
• Own Koalafi operational knowledge to provide sound answers when merchants have questions.
• Conduct back-office processes, such as funding and report generation, to ensure a high-quality merchant experience.
• Ensure merchant confidence in Koalafi by providing excellent customer service through the entire financing experience.
• Foster ongoing relationship management with stores and makes outbound calls to merchants, when appropriate.
• Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants.

About You (Qualifications)

• 1-2 years in a fully remote, customer service role 
• Excellent verbal and written communication skills
• Experience proactively identifying trends in customer issues and surfacing to the right internal stakeholders
• Proficiency with the Microsoft Office Suite (Excel/Word)
• Experience using professional communication and collaboration tools such as Slack, Zoom, or similar platforms 
• Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once 
• Proven ability to work autonomously in a remote setting, adapt quickly to new information, effectively manage a high-volume workload, and exercise sound judgment in knowing when to seek guidance 
• You have a reliable internet connection and a quiet, private workspace where you can take calls and Zoom meetings without distraction and discuss sensitive customer/merchant details 
• Available to work nights and weekends 

Location: This remote position is available to candidates who reside and perform work in the following states: AL, AZ, CO, CT, DC, DE, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NH, NJ, NM, NY, OH, OR, PA, RI, SD, TN, TX, UT, VA, WA. Hiring locations may vary by position based on the Company's current business operations.

Hourly Rate: $21/hr

Additional Compensation: This position is eligible to participate in our Operations bonus incentive. 

Applications will be accepted until position is filled.

Why choose Koalafi: A career at Koalafi means opportunities to tackle exciting challenges every single day. We take pride in a culture of innovation, trust, and ownership. You'll get outside your comfort zone, build meaningful relationships, and most of all, take charge of projects that ultimately help people get the things they need most.

Benefits:

At Koalafi, you will have a direct impact on our products and help shape the company's success. We offer competitive compensation & benefits packages to keep you at your best:

• Comprehensive medical, dental, and vision coverage
• 20 PTO days + 11 paid holidays
• 401(k) retirement with company matching
• Student Loan & Tuition Reimbursement 
• Commuter assistance
• Parental leave (maternal + paternal)
• Inclusion and Associate Engagement Programs

Who we are & what we value: 

• We focus on what's most important
• We set clear expectations and deliver
• We embrace challenges to reach our full potential
• We ask, "How can this be better?"
• We move fast together