Bilingual Merchant Support Representative

Bilingual Merchant Support Representative

At Koalafi, we believe in a world where no one has to put an important purchase on hold. 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.

• 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 throughout the 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.

• Excellent verbal communication skills.
• Bachelor’s degree or high school diploma.
• 1–2 years in a call center environment preferred.
• Proactive in identifying trends in customer issues and surfacing to the right internal stakeholders.
• Proficiency with the Microsoft Office Suite (Excel/Word).
• Must be able to work independently, unsupervised, and efficiently.
• Desire to work in a fast‑paced, dynamic entrepreneurial environment.
• 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.
• Location requirement:
  Regular in‑person attendance at our Richmond, VA office. Candidates must be located within a commutable distance; relocation assistance is not available.

• 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.

• 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.