Merchant Support Agent - Remote

Overview

Kafene is a leading point-of-sale financing partner dedicated to empowering flexible ownership solutions for underserved customers nationwide. By enabling our retail partners to offer flexible lease-to-own (LTO) purchase options for prime and non-prime consumers, Kafene helps merchants grow their customer base and meet the increasing demand for furniture, appliances, electronics, tires, and other durable goods. Utilizing over 20,000 data inputs alongside cutting-edge AI and machine learning technologies, our platform creates a best-in-class experience for both merchants and customers. With over $300 million in sales since inception, we are rapidly growing and looking to expand our team.

In Short

• Provide outstanding customer service to merchants through various communication channels.
• Resolve complex merchant escalations using critical thinking and de-escalation techniques.
• Serve as a point of contact for high-level merchant inquiries.
• Liaise with cross-functional teams to address merchant needs.
• Maintain operational processes ensuring compliance with regulations.
• Assist in onboarding and training new merchants.
• Manage HubSpot tickets for merchant agreement issues.

Requirements

• Bilingual in English and Spanish.
• 1-3 years of experience in a remote customer support role.
• Strong critical thinking and interpersonal skills.
• Understanding of customer service principles.
• Effective written communication in both languages.
• Detail-oriented with data analysis skills.
• Availability to work weekends and later shifts.

Benefits

• Dynamic workplace culture valuing collaboration and innovation.
• Recognition as one of Built In's Startups to Watch.
• Opportunity to work in a rapidly growing company.