Merchant Support Specialist NewAtlanta

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 building a brand new Home Improvement business headquartered in Atlanta under the umbrella of Upgrade. We've put together an experienced leadership team in this space and now want to build a support / verifications team who wants to contribute and learn beyond just day to day support. What's unique about this role is that you'll be joining the Home Improvement team at the ground floor. If you've ever dreamed of working at an early stage start-up, this role will allow you to contribute well beyond the scope of a normal support role, and to have a hands-on opportunity to help create a business from the ground floor.

What You'll Do

• Handle inbound and outbound calls from contractors and consumers, addressing inquiries related to product troubleshooting, login issues, and general assistance.
• Evaluate loan applications and make well-informed decisions based on established guidelines and criteria.
• Provide comprehensive customer support by understanding and effectively resolving issues, ensuring a positive experience for all customers.
• Guide and assist merchants through the onboarding process onto our platform, offering step-by-step guidance and addressing any concerns they may have.
• Execute various call campaigns to engage with contractors and consumers, promoting new features, updates, or special offers as required.
• Utilize Zendesk to promptly respond to customer inquiries received via email, maintaining a high standard of written communication and issue resolution.
• Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve complex issues, and provide insights into customer feedback.
• Continuously strive to enhance customer satisfaction by actively seeking ways to improve processes, address pain points, and contribute to the growth of the support team.

What We Look For

What We Offer You

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.