Merchant Support Front Line Manager

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

Over 17000 retailers rely on us to match their customers to a payment plan clearly and quickly all while reflecting well on their brand. 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 were transforming the financing experience and joining our team

What Youll Do:

Koalafi is in search of a Front Line Manager to lead our Merchant Support Team (MST). Our merchants and their customers are at the heart of everything we do. This Front Line Manager will provide guidance management and support to our agents to ensure our merchants receive topnotch customer service and the professionalism that our partners deserve. This leader will resolve escalations involving our merchants and drive process improvement to ensure that the Merchant Support Team provides exemplary and professional service.

You will be responsible for ensuring proper tracking by agents handling weekly and daily reporting and identifying ways to improve Koalafi products and processes. If you are an experienced leader with a datadriven approach to management a strong commitment to associate development and a desire to make an immediate impact in a highgrowth fastpaced environment then this is the role for you! In this role you will:

• Own daily and weekly reporting to ensure department is maintaining Key Performance Indicators (KPIs)
• Work with merchants who have requested to speak with a Front Line Manager to negotiate a win/win and use good judgment to develop the right solution for the customer the merchant and Koalafi
• Manage a team of 810 direct reports providing regular feedback and coaching
• Monitor calls regularly to ensure agent excellence and compliance with relevant regulatory requirements
• Oversee Merchant Support inboxes and ensure that requests are answered promptly and accurately
• Continuously identify areas for improvement driving team projects and executing on the resolution of issues that have been surfaced
• Own the documentation of all Merchant Support team procedures and ensure SOP documents used by agents are up to date
• Ensure team is properly staffed and set up for success by managing agent schedules and developing training materials for new hires

About You (Qualifications):

• 13 years of direct experience supervising a large team of hourly associates and excellent leadership and management skills
• 1 years of experience handling highly escalated or complex customer concerns demonstrating exceptional phone etiquette and written communication skills
• Bachelors degree or equivalent experience
• Strong problemsolving skills youre able to assess complex situations identify root causes and follow through with effective solutions negotiating a win/win outcome
• Strong interpersonal and active listening skills youre able to cultivate relationships with merchants and handle team dynamics
• Strong analytical skills and intermediate experience in Microsoft Excel
• Good organizational skills and attention to detail with experience documenting team processes and procedures
• Desire to work in a fastpaced dynamic entrepreneurial environment
• Available to work nights and weekends

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. Youll 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.

Who we are & what we value:

• We focus on whats 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

Benefits:

At Koalafi you will have a direct impact on our products and help shape the companys 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