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.

What You’ll Do:

Identify root cause of issues and customer pain points through our platform’s core services
Monitor key systems for Upgrade across operational areas including verifications, servicing, and customer support
Gather anecdotal and quantitative data across Upgrade’s proprietary back-end tools and third party system integrations
Work closely with the operations and product teams to identify, troubleshoot and route issues across different areas
Collaborate with customer experience teams to understand and create user stories to provide feedback to product teams
Act as the operational subject matter expert for Upgrade’s proprietary back-end tools
Perform Incident management and escalation of issues related to our internal platform
Communicate in person with customer-facing teams regarding improvement opportunities and incident response

What We Look For:

Strong passion for delivering customer-centric outcomes
Critical thinking skills to recommend original and productive ideas
Strong understanding and applied use of SQL
Ability to synthesize complex data into actionable goals
Ability to discern system, user error, procedural and product-related issues
Ability to field product related questions across Operations
Ability to learn data and system tools for troubleshooting

Nice to Have:

Product management experience
Experience working in a customer support center or similar domain experience
Experience working with loan products
Experience with third party APIs & solutions integration
Familiar with Atlassian products (Jira, Confluence, OpsGenie)

What We Offer You:

Competitive salary and stock option plan
100% paid coverage of medical, dental and vision insurance
Flexible PTO
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives

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.

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