Merchant Support Specialist

Responsibilities

• Handle inbound and outbound calls from contractors and consumers regarding product troubleshooting, login issues, and general assistance
• Evaluate loan applications and make informed decisions based on established guidelines and criteria
• Guide merchants through the platform onboarding process, providing step-by-step assistance
• Execute call campaigns to engage stakeholders and promote new features or updates
• Utilize Zendesk to respond to customer inquiries via email with high-quality written communication
• Collaborate with product, sales, and marketing teams to escalate complex issues and share customer feedback
• Identify opportunities to improve processes and enhance overall customer satisfaction

Requirements

• Proven experience working in a call center environment
• Strong verbal and written communication skills, including the ability to explain technical concepts clearly
• Exceptional problem-solving skills and the ability to remain calm under pressure
• Ability to collaborate effectively with cross-functional teams
• High level of adaptability and resilience in a fast-paced, changing environment
• Empathetic and patient attitude when interacting with customers

Benefits

• Competitive starting pay of $24.00/Hour
• Comprehensive benefits package including Medical, dental, vision, life insurance, and disability
• 401K matching and Paid Time Off (PTO)
• Wellness Incentive Program and New Hire Training Program
• Modern office space in Downtown Phoenix with a fully stocked kitchen
• Paid parking or platinum pass

About the Company

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. We are consistently recognized as a top fintech company and a best place to work, with a relentless focus on improving our customers' financial well-being.