Senior Customer & Merchant Advocacy Specialist

Koalafi; United States; Remote; USD 32,000 - 39,000; Full time

Benefits offered by this job

Operations bonus incentive

Job summary

Koalafi is seeking a CMAT III to lead complex customer and merchant escalations within the Customer & Merchant Advocacy Team. You will own high-risk, time-sensitive cases, coordinate with SPs, and drive resolution while protecting customer experience and company risk.

You will manage daily operations, partner communications, and cross-functional workflows, operating with strong ownership and proactive communication in a fast paced fintech environment.

Qualifications

• 2+ years in customer advocacy or related operations.
• Ability to handle high-volume, time-sensitive tasks independently.
• Strong written and verbal communication in fast-paced environments.

Responsibilities

• Own daily operational tasks and ensure timely completion.
• Manage ongoing casework for merchant partners and prepare weekly reports.
• Serve as senior escalation resource, guiding CMAT agents to resolution.
• Maintain knowledge of policies and product updates; surface improvement opportunities.
• Conduct weekly QA reviews and contribute to coaching and process improvements.
• Create and maintain CMAT-facing Guru content and cards on schedule.

Skills

Slack

Salesforce

CRM systems

Communication

Tools

Guru

Job description

Koalafi is seeking a CMAT III to lead complex customer and merchant escalations within the Customer & Merchant Advocacy Team. You will own high-risk, time-sensitive cases, coordinate with SPs, and drive resolution while protecting customer experience and company risk.

You will manage daily operations, partner communications, and cross-functional workflows, operating with strong ownership and proactive communication in a fast paced fintech environment.