Merchant Support Specialist

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:

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.

Position Details:

• Pay: $24.00/ hour
• Start Date: October, 26th

What You'll Do:

• Make informed decisions on loan applications based on established guidelines and criteria, demonstrating a keen attention to detail and responsibility.
• Deliver exceptional customer service by understanding and resolving issues promptly, ensuring a positive experience for every customer interaction.
• Guide and assist merchants through our platform's onboarding process, offering step-by-step support and addressing any concerns they may have.
• 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.
• Respond to customer inquiries received via email with professionalism, maintaining high standards in written communication and swift issue resolution.
• Work closely with product development, sales, and marketing teams to escalate complex issues and provide valuable insights based on customer feedback.
• Actively seek ways to enhance customer satisfaction, address pain points, and contribute to the growth and improvement of the support team.

Nice to Have:

• 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.

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Environmental & Working Conditions

Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.

Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.

The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.

Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.

Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.

Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

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.