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 dedicated e-mail specialists to join our dynamic Online Support team. In this vital role, you will deliver exceptional customer service by efficiently managing and responding to customer inquiries via email, ensuring a positive experience and fostering customer satisfaction.

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. 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 expert; Team player
Attention to detail
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

Nice to Have:

BA/BS or higher in related field
Knowledge of Zendesk or other CRM applications
Previous chat experience

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 California Notice 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.

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. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

About Upgrade

Key Highlights

🎁 Benefits

🌟 Culture

Email Specialist, Online Support

Job Description

Interested in this role?