Customer Support Representative
Koalafi Is Hiring, Richmond, VA, United States
At Koalafi, we believe in a world where no one has to put an important purchase on hold. That’s why we’re making it easier for more people to pay for big purchases over time.
Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers, while increasing sales and strengthening customer loyalty. 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 we’re transforming the financing experience and joining our team?
What You’ll Do We are in search of a Merchant 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 calls 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 call center environment required
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)
Ability to work independently and efficiently, both in-person and on work from home days
Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
Available to work nights and weekends
Location Requirement: This position requires regular in-person attendance at our office (Richmond, VA). Candidates must already be located within a commutable distance to our office location, as relocation assistance is not available at this time.
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. You’ll 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.
At Koalafi, you will have a direct impact on our products and help shape the company’s 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
Commuter assistance
Parental leave (maternal + paternal)
Inclusion and Associate Engagement Programs
Who we are & what we value
We focus on what’s 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
Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in Koalafi’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
Disability Self-Identification Form CC-305 – Page 1 of 1 – OMB Control Number 1250-0005 – Expires 04/30/2026.
Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress toward this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury
Public burden statement: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
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Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers, while increasing sales and strengthening customer loyalty. 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 we’re transforming the financing experience and joining our team?
What You’ll Do We are in search of a Merchant 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 calls 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 call center environment required
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)
Ability to work independently and efficiently, both in-person and on work from home days
Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
Available to work nights and weekends
Location Requirement: This position requires regular in-person attendance at our office (Richmond, VA). Candidates must already be located within a commutable distance to our office location, as relocation assistance is not available at this time.
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. You’ll 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.
At Koalafi, you will have a direct impact on our products and help shape the company’s 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
Commuter assistance
Parental leave (maternal + paternal)
Inclusion and Associate Engagement Programs
Who we are & what we value
We focus on what’s 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
Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in Koalafi’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
Disability Self-Identification Form CC-305 – Page 1 of 1 – OMB Control Number 1250-0005 – Expires 04/30/2026.
Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress toward this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury
Public burden statement: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
#J-18808-Ljbffr