Email Specialist, Online Support

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 more than $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 $7.3 B.

We’re consistently recognized for our collaborative and inclusive culture. We have been 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.

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.

• Answer emails from various departments via Zendesk
• Be an expert on our product and processes
• Bring a flexible mindset – adapt to changing policy and procedures while maintaining high quality work
• Provide exceptional external and internal customer service with a customer‑experience focus mindset
• Meet or exceed production, quality, and customer service goals
• Maintain punctual and consistent attendance; available for overtime, holidays or weekend hours as needed
• Perform other related duties as required

• 1+ years experience in banking, financial services, or a related industry
• Account Servicing expertise; team player
• 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

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

• Great open office space
• Paid time off (PTO)
• 401(k) matching
• Conveniently located in downtown Phoenix near light rail and public transportation
• Paid parking or platinum pass
• New hire training program
• Wellness incentive program
• Kitchen fully stocked with snacks and beverages

This role will be in person at our Phoenix Servicing Center in downtown Phoenix.

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.