Upgrade, Inc. · 18 hours ago
Merchant Support Specialist
Phoenix, AZ
Full-time
Onsite
New Grad, Entry Level
$24/hr - $24/hrUpgrade is a financial technology company that helps customers access affordable and responsible financial products. The Merchant Support Specialist role is crucial in assisting the sales team by managing high call volumes, addressing product inquiries, and providing exceptional customer service to both contractors and consumers.
BankingCreditFinancial ServicesFinTechMobile
Responsibilities
Make informed decisions on loan applications based on established guidelines and criteria, demonstrating a keen attention to detail and responsibility
Deliver exceptional customer service by understanding and resolving issues promptly, ensuring a positive experience for every customer interaction
Guide and assist merchants through our platform's onboarding process, offering step-by-step support and addressing any concerns they may have
Execute various call campaigns with a focus on engaging contractors and consumers, effectively promoting new features, updates, or special offers in a high-volume environment
Respond to customer inquiries received via email with professionalism, maintaining high standards in written communication and swift issue resolution
Work closely with product development, sales, and marketing teams to escalate complex issues and provide valuable insights based on customer feedback
Actively seek ways to enhance customer satisfaction, address pain points, and contribute to the growth and improvement of the support team
Qualification
Required
Self-motivated and hardworking
Ability to manage high call volumes and handle both inbound and outbound calls
Attention to detail and responsibility in making informed decisions on loan applications based on established guidelines and criteria
Deliver exceptional customer service by understanding and resolving issues promptly
Guide and assist merchants through the platform's onboarding process
Execute various call campaigns effectively promoting new features, updates, or special offers
Respond to customer inquiries received via email with professionalism
Work closely with product development, sales, and marketing teams to escalate complex issues
Actively seek ways to enhance customer satisfaction and contribute to the growth and improvement of the support team
Preferred
Proven experience in a call center environment, demonstrating success in managing high call volumes
Strong verbal and written communication skills, with the ability to explain technical concepts clearly and professionally
Exceptional problem-solving skills and the ability to remain calm and composed under pressure
A collaborative spirit, thriving when working with cross-functional teams to achieve success
Adaptability and resilience in a changing environment, with a willingness to embrace challenges and drive improvement
An empathetic and patient attitude towards customers, ensuring every interaction is positive and supportive
A strong work ethic and a desire to exceed expectations consistently
Benefits
Great open office space
Paid time off (PTO)
Competitive 401(k) program
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 beverage
Company
Upgrade, Inc.
Upgrade helps customers move in the right direction with affordable and responsible financial products.
Founded in 2016
1001-5000 employees
H1B Sponsorship
Upgrade, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (52)
2024 (34)
2023 (31)
2022 (25)
2021 (22)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
$752MKey Investors
Neuberger BermanKoch Disruptive TechnologiesMouro Capital
2025-10-16Series G· $165M
2021-11-16Series F· $280M
2021-08-11Series E· $105M
Leadership Team
Renaud Laplanche
Co-founder & CEO
Adelina Grozdanova
Co-Founder, Head of Investor Group
Recent News
Daily Star Egypt
2025-12-04
2025-12-03
2025-10-31
Company data provided by crunchbase