Merchant Support Front Line Manager

Koalafi•Richmond, VA

21h•Onsite

About The Position

Koalafi is seeking a Front Line Manager to lead their Merchant Support Team (MST). This role involves guiding, managing, and supporting agents to ensure merchants receive excellent customer service and professionalism. The manager will resolve escalations, drive process improvement, ensure proper tracking and reporting, and identify ways to enhance Koalafi products and processes. The ideal candidate is an experienced, data-driven leader committed to associate development, looking to make an immediate impact in a high-growth, fast-paced environment. Koalafi aims to make it easier for people to pay for big purchases over time, offering flexible lease-to-own financing to non-prime consumers through retailers.

Requirements

1-3 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
Bachelor's degree or equivalent experience
Strong problem-solving skills – 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 – 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
Experience working in a fast-paced, dynamic, entrepreneurial environment
Available to work nights and weekends
Must already be located within a commutable distance to Richmond, VA

Responsibilities

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 8-12 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, as well as identifying the gaps and implementing practical enhancements to drive performance outcomes
Ensure team is properly staffed and set up for success by managing agent schedules and developing training materials for new hires
Act as a primary point of contact for high-value accounts, proactively managing relationships and ensuring a high standard of service delivery
Partner cross-functionally to resolve complex account needs, balancing client expectations with internal capabilities
Navigate ambiguous situations by evaluating available information, identifying patterns, and making sound, timely decisions that support team and business objectives
Anticipate potential challenges and develop thoughtful, solution-oriented approaches to mitigate risk and maintain service quality