Merchant Success & Onboarding Specialist

Upgrade, Inc.; Phoenix, Northern (AZ, KY); Hybrid; USD 32,000 - 34,000; Full time

Benefits offered by this job

401K matching

Medical, dental and vision insurance

PTO

Downtown Phoenix location"} ,{

Job summary

Upgrade is seeking a Merchant Support Specialist in Phoenix to join our dynamic team. You will manage high call volumes from contractors and consumers, address product and login issues, and provide professional support to merchants during onboarding.

You will deliver timely, empathetic service, escalate complex issues when needed, and collaborate with product, sales, and marketing to improve the customer experience in a fast-paced environment. This role is onsite at our Downtown Phoenix center.

Qualifications

• Experience in a fast-paced call center environment.
• Strong verbal and written communication skills.
• Empathetic, patient attitude and commitment to helping customers.

Responsibilities

• Handle high volumes of inbound and outbound calls from contractors and consumers.
• Troubleshoot product issues, assist with login problems, and provide general support.
• Guide merchants through onboarding and offer step-by-step platform assistance.
• Conduct call campaigns to promote features, updates, or offers in a high-volume setting.
• Respond to customer emails with clear, professional written communication.

Skills

Call center experience

Verbal communication

Written communication

Customer service mindset

Job description

Upgrade is seeking a Merchant Support Specialist in Phoenix to join our dynamic team. You will manage high call volumes from contractors and consumers, address product and login issues, and provide professional support to merchants during onboarding.

You will deliver timely, empathetic service, escalate complex issues when needed, and collaborate with product, sales, and marketing to improve the customer experience in a fast-paced environment. This role is onsite at our Downtown Phoenix center.