Merchant Support Front Line Manager

As a Merchant Support Front Line Manager at Koalafi, your primary responsibilities include leading a team of 8-10 agents, managing escalated customer concerns, driving process improvements, and ensuring high-quality service for our merchants. You'll be responsible for daily and weekly reporting, tracking performance metrics, monitoring calls for compliance, and managing agent schedules to ensure your team is set up for success.

To qualify for the Merchant Support Front Line Manager position at Koalafi, you should have 1-3 years of experience supervising a large team of hourly associates, along with strong leadership skills. You should also possess 1+ years of experience in handling complex customer concerns, a Bachelor’s degree or equivalent experience, and strong problem-solving capabilities, particularly in negotiations.

Koalafi encourages career development by fostering a culture of innovation and ownership. As a Merchant Support Front Line Manager, you’ll have opportunities to tackle real challenges, receive regular feedback and coaching, and grow in a fast-paced environment. With access to training materials and associate engagement programs, our teams are designed to continuously learn and improve.

A typical day for a Merchant Support Front Line Manager at Koalafi involves managing the operations of the Merchant Support Team, providing feedback to agents, resolving escalated issues, and analyzing performance metrics. You’ll also facilitate communication with merchants, ensure that their needs are met, and collaborate on improving our processes to enhance customer satisfaction.

Essential skills for a successful Merchant Support Front Line Manager at Koalafi include strong leadership abilities, excellent communication skills, problem-solving capabilities, and analytical proficiency, particularly in Microsoft Excel. You should also have strong organizational skills, attention to detail, and the capacity to work effectively in a dynamic and fast-paced environment.

When describing your leadership style, focus on how you adapt to the needs of your team. Discuss examples of collaborative decision-making, providing constructive feedback, and fostering a supportive environment that encourages team members to develop their skills and take initiative.

Discuss a specific situation where you had to manage an escalated concern. Explain the steps you took to de-escalate the situation, how you negotiated a win/win solution, and what the outcome was, emphasizing your ability to remain calm and focused under pressure.

Mention techniques like setting clear goals, providing regular feedback, recognizing achievements, and promoting team collaboration. Highlight how each of these contributes to improving morale, enhancing productivity, and fostering a positive team culture.

Identify a key performance indicator such as customer satisfaction, response time, or resolution rate. Explain why it's crucial for evaluating team effectiveness and how you have used KPIs to drive improvements in your previous positions.

Discuss your approach to compliance, including regular training, monitoring calls, and updating standard operating procedures. Illustrate how these practices contribute to reducing risks and enhancing team performance.

Provide an example of a process improvement you successfully implemented. Detail the problem, your approach to identifying solutions, and the measurable outcomes that demonstrated the effectiveness of the change.

Explain your methods for assessing training needs, which may include performance reviews, monitoring calls, and soliciting feedback from team members. Discuss how you tailor training to address those specific needs effectively.

Highlight the importance of open communication in fostering trust, clarity, and collaboration within your team. Share how you encourage feedback, facilitate discussions, and ensure transparency to build an effective working environment.

Discuss your approach to promoting an inclusive environment, addressing conflicts, and leveraging diverse perspectives to enhance team performance. Provide specific examples showcasing your experience in managing a diverse team effectively.

Convey your enthusiasm for Koalafi’s mission and values. Highlight how your skills and experiences align with the role, and express your desire to contribute to transforming the financing experience for customers and merchants alike.