Koalafi

Koalafi

Customer and Merchant Advocacy III Agent

Richmond, VA · Mid

Sponsorship not specifiedDetected 7 days ago
ComplianceSalesforceCRMOutbound SalesCadenceLeadershipCommunicationCollaborationMentoring

About the role

  • The CMAT III is a senior individual contributor on the Customer & Merchant Advocacy Team responsible for managing the most complex, high-risk, and time-sensitive customer and merchant escalations.
  • This role operates at the intersection of risk management, regulatory compliance, customer experience, and operational execution.
  • This role requires strong independent judgment, proactive communication, exceptional ownership, and the ability to shift priorities dynamically based on business needs, volume, and risk.

Responsibilities

  • Own and complete all assigned daily operational tasks within established timeframes, including account closure monitoring, refund processing, charge-off queries, gatekeeper queue management, strategic partner (SP) requests, and Customer Advocate (CA) inbox monitoring.
  • Strategic Partner & Specialized Case Management:
  • Manage ongoing casework for assigned merchant partners, including daily case review, customer and merchant follow-up, and resolution tracking.
  • Prepare and distribute weekly strategic partner reports on schedule per partner-specific requirements.
  • Monitor and manage SP case agent correspondence requests via the designated Slack channel and established workflow.
  • Escalation Handling & Agent Support:
  • Serve as the senior escalation resource for CMAT agents-taking ownership of complex, high-risk, or policy-sensitive situations that exceed standard agent scope and drive them to resolution.
  • Support ad hoc requests from cross-functional and leadership teams, responding with the same ownership and timeliness expected of all CMAT-level work.
  • We set clear expectations and deliver

Requirements

  • Own weekly QA review for CMAT case agents, completing the required number of case reviews per agent each week within the established cadence.

Nice to have

  • 2+ years of experience in customer advocacy, dispute resolution, complaint handling, or other related operations role.
  • Strong written and verbal communication skills
  • ability to communicate clearly in fast-paced, multi-channel environments (Slack, email, Salesforce, and phone).
  • High level of accountability and ownership
  • consistently follows through without requiring escalation or reminders.
  • Comfortable navigating ambiguity and making sound decisions when not all information is available.
  • Experience working within cross-functional teams with overlapping ownership and escalation paths.
  • Proficiency with CRM systems (Salesforce preferred) and collaboration tools (Slack, shared inboxes).

Compensation

  • We offer competitive compensation & benefits packages to keep you at your best:

Benefits

  • We offer competitive compensation & benefits packages to keep you at your best:
  • Comprehensive medical, dental, and vision coverage
  • 20 PTO days + 11 paid holidays
  • 401(k) retirement with company matching
  • Student Loan & Tuition Reimbursement
  • Commuter assistance
  • Parental leave (maternal + paternal)
  • Maintain full coverage of all daily responsibilities when a teammate is absent and escalate immediately if coverage is at risk.
  • Must be capable of shifting priorities dynamically in response to complaint volume, escalation spikes, or team coverage needs.
  • Assist with escalated inbound calls from CMAT agents and serve as backup coverage for frontline agent Slack channels if/when needs arise.

Company info

  • We focus on what's most important
  • We embrace challenges to reach our full potential
  • We ask, "How can this be better?"
  • We move fast together
  • Who we are & what we value:
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This listing is sourced directly from Koalafi's careers page and normalized into a canonical job model.