Bilingual Customer Support Representative

What You’ll Do

We are in search of a Bilingual Customer 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
• Strong Spanish language skills, including the ability to speak fl