Job Details

Customer Service and Collections Trainer

Kafene

Job Description

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.

We are looking for a Remote Customer Service and Collections Trainer based in Guatemala to onboard, train, and develop our agents. This role is crucial in supporting our business operations by ensuring that our agents deliver top-tier customer service. The ideal candidate will have a strong background in training and a passion for customer service excellence.

What you'll do:

Develop, deliver, and manage comprehensive training programs for new customer service and collections agents, including remote onboarding, ensuring they are fully equipped to handle customer interactions confidently.

Continuously assess and enhance the skills of existing agents through ongoing training sessions, coaching, and mentorship.

Track, measure, and report on agent performance to identify areas for improvement and provide actionable feedback.

Create and maintain up-to-date training materials, guides, and resources that reflect current processes, best practices, and company policies.

Provide support and guidance to agents as they navigate their roles, helping them effectively manage difficult or escalated situations.

Who you are:

You possess excellent communication and presentation skills; bilingual proficiency is required.

You are comfortable working in a remote environment with reliable internet access.

You have proven customer support experience, ideally in the rent/lease-to-own industry.

You exhibit strong phone contact-handling skills and active listening.

You demonstrate the ability to multitask, prioritize, and manage time effectively.

You hold a high school diploma or equivalent; a college degree is preferred.

Compensation and Benefits:

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.

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