Merchant Support Front Line Manager

What You’ll Do:

Koalafi is in search of a Front Line Manager to lead our Merchant Support Team (MST). Our merchants and their customers are at the heart of everything we do. This Front Line Manager will provide guidance, management, and support to our agents, to ensure our merchants receive top-notch customer service and the professionalism that our partners deserve. This leader will resolve escalations involving our merchants and drive process improvement to ensure that the Merchant Support Team provides exemplary and professional service.

You will be responsible for ensuring proper tracking by agents, handling weekly and daily reporting, and identifying ways to improve Koalafi products and processes. If you are an experienced leader with a data-driven approach to management, a strong commitment to associate development, and a desire to make an immediate impact in a high-growth, fast-paced environment, then this is the role for you! In this role you will: 

• 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 

About You (Qualifications):

• 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 – you’re 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 – you’re 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
• Location Requirement: This position requires regular in-person attendance at our office location (Richmond, VA). Candidates must already be located within a commutable distance, as relocation assistance is not available at this time.