Knowledge Base Supervisor

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $31 billion in affordable and responsible credit to our 5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

We are looking for a Knowledge Base Supervisor to join our Process Management team in our Phoenix servicing center. This person will oversee a team of exempt employees responsible for the research, writing, and editing of professional job guide documentation that establishes standard procedures across our operational teams in a financial services contact center environment. This role will ensure that our knowledge assets are efficiently managed, utilized, and optimized to support operational excellence and drive business growth.

What You'll Do:

• Supervise and mentor a small, collaborative team of Policy & Procedure Analysts, providing guidance, support, and performance feedback.
• Foster a collaborative and productive team environment, setting clear objectives and managing workload distribution.
• Oversee the quality assurance processes for all written documentation, ensuring accuracy, consistency, and compliance with organizational standards.
• Review and edit complex documents to ensure clarity, coherence, and alignment with organizational goals.
• Operate within and actively contribute to a growing and structuring program with a mentality towards resolutions, improvements, and increasing structure to the program appropriately over time. 
• Identify opportunities for process improvements and implement solutions to enhance knowledge management practices. Utilize data and feedback to drive continuous improvement initiatives.
• Ensure that all knowledge management practices comply with industry regulations, data security standards, and organizational policies.
• Understand and operate within existing change management requirements, often in varying time constraints and levels of details.
• Serve as a subject matter expert on operational procedure and processes, advising leadership through sound decision-making on process optimization or areas of risk.
• Interact and proactively communicate with varying levels of department and operations leadership to ascertain areas of need or improvement in the program.

What We Look For:

• 5+ years of experience directly related to procedural documentation and content creation
• 5+ years of supervisory experience
• Bachelor's degree required
• Excellent leadership and management skills
• Proven experience in developing and implementing knowledge management procedures and systems.
• Exceptional verbal and written communication skills
• Financial services regulatory and compliance knowledge required
• Experience in a startup, fintech, or fin-serv call center environment preferred
• Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks
• Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics
• Expert proficiency with Google Suite and Microsoft Office
• Ability to thrive in an intense, do-it-yourself, start-up environment that has a fast pace and continuous change with ease and comfort
• Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround; and ability to switch gears at a moment’s notice
• Ability to complete a high volume of tasks and projects with little or no guidance on time management and work organization
• Able to maintain a high level of integrity and discretion in handling confidential information

What We Offer You: 

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance 
• Flexible PTO
• Opportunities for professional growth and development 
• Paid parental leave
• Health & wellness initiatives

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.