Customer Service Supervisor (Bilingual in Spanish and English)

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 nonprime consumers, Kafene helps merchants grow their customer base and meet the growing demand for furniture, appliances, electronics, tires, and other durable goods. Utilizing more than 20,000 data inputs in tandem with cutting-edge AI and machine learning technologies, our platform creates a best-in-class experience for both merchants and customers. With over $200 million in sales since inception, we are rapidly growing and looking to expand our team.

We take pride in fostering a dynamic workplace culture that values collaboration, innovation, and mutual support. Our team of 100 is spread between a NYC headquarters, a Wilmington office, and fully remote staff across the country. Last year, we were selected for Built In Startups to Watch and Forbes' Best Startup Employers.

As a Remote Customer Service Supervisor, you'll play a vital role in supporting our business by upholding excellent Kafene-quality service standards and ensuring high levels of customer satisfaction. Leading the remote customer service team members based in Puerto Rico, you'll deliver top-notch customer care through effective leadership techniques and problem-solving methods. This role requires adaptability, coachability, and experience in managing multiple systems simultaneously with meticulous attention to detail. The Customer Service Supervisor is expected to maintain a strong working knowledge of industry standards, practices, and our company's products and services.

• Lead and manage a small team of service members, fostering productivity and maintaining a positive work environment, while also delegating tasks, closely monitoring progress, and promptly addressing customer complaints to minimize recurring issues.
• Maintain a comprehensive understanding of Kafene's procedures, policies, and any changes, and actively contribute to employee training initiatives, ensuring all team members are equipped with the necessary knowledge and skills to excel in their roles.
• Demonstrate effective communication skills both online and over the phone, providing accurate and thorough information to customers, and utilizing appropriate tools and methods such as scripts or templates when necessary to ensure consistent quality service.
• Effectively manage timecards, schedules, and holiday arrangements, while also conducting regular audits of work to uphold the company's high standards and meet performance goals.
• Play a key role in setting and monitoring performance metrics for the service department, actively contributing to the team's success by tracking progress and working towards achieving targets.
• Handle a variety of customer inquiries and issues, including troubleshooting, processing payments, and ensuring satisfactory resolution, thereby contributing to overall customer satisfaction and retention.
• Stay informed about industry regulations, restrictions, and innovations, proactively ensuring compliance with all relevant laws and standards, and adapting to changes as necessary to maintain the company's competitive edge.
• Continuously strive for improvement and excellence in all aspects of the role, actively seeking out opportunities for professional development and growth, and contributing valuable insights and recommendations to enhance departmental efficiency and effectiveness.

• You possess bilingual proficiency in Spanish, which is required for this role.
• You have reliable internet access for this remote role.
• You have a track record in customer support, preferably within the Rent-to-own industry.
• Your strong phone skills and active listening abilities make you effective in engaging with customers.
• You communicate clearly and confidently, with an added bonus if you're bilingual.
• You're skilled at multitasking and managing your time efficiently.
• A high school diploma or equivalent is required, with a college degree being preferred.

• Compensation: Base pay varies based on experience.
• Healthcare Stipend: We prioritize your well-being by covering medical, dental, and vision insurance costs.
• Paid Time Off: We value work-life balance, which is why we offer flexible paid time off starting from your first day of employment.

Kafene is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail to jobs@kafene.com and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.