Merchant Support Representative

Role overview A lease-to-own financing company that partners with retailers to serve non-prime consumers is hiring a Merchant Support Representative to be the day-to-day point of contact for its growing merchant network. The role is fully remote and focused on helping retail partners process applications, answer operational questions, and run the back-office work that keeps the financing experience smooth for end customers.

Responsibilities - Handle inbound phone calls, chats, and emails from retailers to assist with lease or loan application processing. - Build and maintain deep operational knowledge of internal processes so merchant questions get accurate answers on the first contact. - Run back-office processes such as funding and report generation to support a high-quality merchant experience. - Manage ongoing relationships with retail stores through proactive outbound contact when appropriate. - Spot trends in incoming merchant issues and surface them to the right internal stakeholders. - Stay flexible to support new technologies, enterprise merchant onboarding, and other tasks as the operation scales.

Requirements - 1 to 2 years in a fully remote customer service role, with excellent verbal and written communication skills. - Proficiency with the Microsoft Office Suite, including Excel and Word, and comfort with collaboration tools such as Slack, Zoom, or similar platforms. - Experience proactively identifying trends in customer issues and routing them to internal stakeholders. - Comfort working in a fast-paced, dynamic environment with strong prioritization and the ability to juggle multiple responsibilities at once. - Proven ability to work autonomously in a remote setting, adapt quickly to new information, manage a high-volume workload, and exercise sound judgment on when to escalate. - A reliable internet connection and a quiet, private workspace suitable for handling calls and discussing sensitive customer and merchant details, with availability to work nights and weekends.

Benefits and work setup - Hourly rate of $21 per hour, with eligibility to participate in an Operations bonus incentive. - Comprehensive medical, dental, and vision coverage, 20 PTO days plus 11 paid holidays, 401(k) with company matching, student loan and tuition reimbursement, commuter assistance, parental leave, and inclusion and associate engagement programs. - Remote position open to candidates residing in AL, AZ, CO, CT, DC, DE, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NH, NJ, NM, NY, OH, OR, PA, RI, SD, TN, TX, UT, VA, or WA.