Merchant Support Specialist

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 seeking a self-motivated and hardworking Merchant Support Specialist to join our dynamic team. This role plays a crucial part in assisting our sales team by managing high call volumes and handling both inbound and outbound calls from contractors and consumers. You will address inquiries related to product troubleshooting, login issues, and general assistance, providing a professional and efficient support experience.

What You'll Do:

• Evaluate Loan Applications: Make informed decisions on loan applications based on established guidelines and criteria, demonstrating a keen attention to detail and responsibility.
• Customer Support Excellence: Deliver exceptional customer service by understanding and resolving issues promptly, ensuring a positive experience for every customer interaction.
• Onboarding Guidance: Guide and assist merchants through our platform's onboarding process, offering step-by-step support and addressing any concerns they may have.
• High-Volume Call Campaigns: Execute various call campaigns with a focus on engaging contractors and consumers, effectively promoting new features, updates, or special offers in a high-volume environment.
• Utilize Zendesk Effectively: Respond to customer inquiries received via email with professionalism, maintaining high standards in written communication and swift issue resolution.
• Cross-Functional Collaboration: Work closely with product development, sales, and marketing teams to escalate complex issues and provide valuable insights based on customer feedback.
• Continuous Improvement: Actively seek ways to enhance customer satisfaction, address pain points, and contribute to the growth and improvement of the support team.

What We Look For:

• Proven experience in a call center environment, demonstrating success in managing high call volumes.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly and professionally.
• Exceptional problem-solving skills and the ability to remain calm and composed under pressure.
• A collaborative spirit, thriving when working with cross-functional teams to achieve success.
• Adaptability and resilience in a changing environment, with a willingness to embrace challenges and drive improvement.
• An empathetic and patient attitude towards customers, ensuring every interaction is positive and supportive.
• A strong work ethic and a desire to exceed expectations consistently.

What We Offer You:

• A vibrant and collaborative open office space.
• Generous paid time off (PTO) and 401K matching.
• A comprehensive benefits package including medical, dental, vision, life insurance, and disability coverage.
• Join us as a Merchant Support Specialist, where your motivation and professionalism will make a significant impact on our customers and our team. If you thrive in a high-paced environment and are eager to contribute to our success, we want to hear from you!

#LI-Onsite  #BI-Onsite

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.