Bilingual Customer Support Representative

About the role

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, responsible for addressing any questions regarding accounts or applications with timely and accurate information. You will build 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 seek a flexible, customer-oriented individual ready to hit the ground running and help us scale.

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 make 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.

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 them 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.
• 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 fluently and communicate clearly in professional settings.
• Proficiency in reading and writing in Spanish, with accuracy in grammar, vocabulary, and comprehension.
• Ability to effectively use Spanish in both verbal and written communications to perform essential job duties.
• Available to work nights and weekends.

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.

Pay

Hourly Rate: $22/hr

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

Benefits

• 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.