Director, Merchant Support

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 $33 billion in affordable and responsible credit to our 5.5M 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 1850 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 Director of Merchant Support in our Phoenix office. This person will be responsible for all aspects of merchant support for our growing product. This person will lead a team and work closely with internal teams to develop and implement servicing and merchant strategies, policies, and procedures. Additionally, you will be responsible for ensuring compliance with regulatory requirements and best practices in the industry.

This is an in office role in our Phoenix office.

What You’ll Do: 

• Develop and implement servicing and merchant strategies.
• Monitor and ensure key KPI’s are being met while working cross functionally to achieve goals.
• Identify and implement strategic improvements in order to improve the customer and merchant experience.
• Collaborate with internal teams to ensure compliance with regulatory requirements and best practices.
• Ensure consumer and merchant applications are actioned appropriately with a balance between speed and accuracy. Then providing feedback to improve the processes.
• Lead a team of professionals to achieve departmental goals and objectives.
• Synthesizing data such as dispute metrics, credit metrics, and overall feedback to make effective recommendations. These recommendations will stretch across sales, underwriting, disputes, broader servicing channels as well as risk, compliance and legal teams.
• Stay current on industry trends and best practices related to Merchant Support and general Operational management.

What We Look For:

• Bachelor's degree in finance, business administration, or related field. Master's degree preferred.
• 5-10+ years of experience in operations management within the financial services industry, with a focus on merchant risk and/or support.
• Experience working in a contact center point of sale lending merchants 
• Home improvement loan experience preferred
• Excellent analytical and problem-solving skills.
• Strong leadership and team management skills.

What We Offer You:

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverage

For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

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.