Merchant Concierge

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

As a Merchant Concierge Specialist, you will engage with our customers by phone and email, providing best-in-class service related to the current status of their accounts. We’ve built an experienced leadership team in this space and developed a strong support and verifications team eager to contribute and learn beyond day-to-day responsibilities. What makes this role unique is that you’ll be joining a team built from the ground up. This position offers the opportunity to contribute well beyond the scope of a typical support role and play a hands-on part in helping the business grow.

Pay Rate: $26.00/ Hour
Shift:  Varies

What You'll Do:

• Serve as the primary point of contact for our most important contractors, delivering a VIP-level of support and assistance.
• Build and nurture strong relationships with contractors, establishing trust and rapport that reinforces their loyalty to our services.
• Proactively engage with contractors to understand their unique needs, challenges, and goals, and provide tailored solutions to ensure their success.
• Handle inbound and outbound calls from contractors, addressing inquiries, troubleshooting technical issues, and providing guidance on platform usage.
• Collaborate with cross-functional teams to escalate and resolve complex issues promptly, ensuring a seamless and timely resolution for contractors.
• Develop a deep understanding of our platform's features and capabilities to effectively guide contractors through various processes.
• Maintain a flexible approach to processes, finding innovative ways to accommodate unique contractor requirements while still adhering to company standards.
• Analyze contractors' feedback and pain points to identify trends and opportunities for improvement, actively contributing to the enhancement of the customer experience.
• Act as a problem solver, taking ownership of issues and working diligently to find creative solutions that meet contractors' needs and align with company goals.

Nice to Have:

• Demonstrated experience in a high-touch customer service or concierge role.
• Excellent verbal and written communication skills, with a knack for articulating complex ideas clearly and concisely.
• Strong aptitude for building strong rapport with customers, particularly with VIP clients or high-value contractors.
• Exceptional problem-solving skills and the ability to remain calm under pressure.
• Strong collaborator with cross-functional teams to succeed in managing projects 
• Adaptability - you understand that change is constant, and you embrace it. You’re agile and resilient. You move quickly and encourage continued improvement
• Empathetic and patient attitude towards customers, ensuring a positive interaction experience.
• Strong work ethic and desire to exceed expectations.
• Previous experience working with contractors, VIP clients, or high-value customers is a plus.

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 beverages

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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.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.