Note: The job is a remote job and is open to candidates in USA. Koalafi provides flexible lease-to-own financing that helps retailers serve non-prime consumers and enables customers to make payments over time. The Customer Support Representative supports Koalafi's merchant network by handling inquiries, processing lease or loan applications, managing account-related questions, conducting back-office operations, and maintaining strong merchant relationships.
Responsibilities
- 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
Skills
- 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
Benefits
- This position is eligible to participate in our Operations bonus incentive.
- 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
Company Overview