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 looking for new team members who are excited about providing world class customer service via email.

Available Shifts:

Saturday - Tuesday 6:00am - 5:00pm (Moving to 7:00am - 6:00pm during Daylight Savings Time)
Monday - Friday 10:00am - 7:00pm (Moving to 11:00am - 8:00pm during Daylight Savings Time)

What You’ll Do:

Answer emails from various departments via Zendesk
Provide a personalized customer experience via email
Be an expert on our product and processes
Bring a flexible mindset – you will be required to adopt to changing policy and procedures on a constant basis while maintaining a high quality to your work
Provide exceptional external and internal customer service by ensuring that you have a customer experience focus mindset.
Meet or exceed production, quality, and customer service goals
Punctual and consistent attendance is required, and must be available for overtime, holidays or weekend hours as needed
Perform other related duties as needed

What We Look For:

1+ years experience in the banking, financial services, or a related industry
Account Servicing Guru; Team player
Detailed oriented
Excellent verbal and written communication skills
Excellent grammar and punctuation
Ability to identify process improvements and make recommendations
Ability to multitask
Strong problem solving and analytical skills
Ability to thrive in a changing and fast-paced environment
Proficient with Excel, Word, and Outlook
Knowledge of Slack or other communication tools
Previous chat experience a plus and sincere desire to help us create a best-in-industry Customer Service team

Nice to Have:

BA/BS or higher in related field is a plus
Knowledge of Zendesk or other CRM applications 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

#LI-Onsite

For California residents: Upgrade’s CaliforniaNotice 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.

Email Specialist

Online Support

Upgrade

6 month growth

1 year growth

2 year growth

Simplify's Take

What believers are saying

What critics are saying

What makes Upgrade unique