Merchant Support Specialist

Upgrade, Inc.; Phoenix (AZ); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Paid time off (PTO)

401K matching

Wellness Incentive Program

Fully stocked kitchen

Job summary

Upgrade, Inc. is seeking a dedicated Support Representative to join the Home Improvement team in Phoenix, Arizona. In this in-office role, you will provide customer support, handle calls, and evaluate loan applications. Ideal candidates will have proven experience in a call center environment, strong communication skills, and a passion for problem-solving.

The role offers a starting pay of $24.00/hour and various benefits including paid time off, 401K matching, and a vibrant office environment.

Qualifications

• Proven support experience in a call center environment.
• Exceptional problem‑solving skills and the ability to remain calm under pressure.
• Strong work ethic and desire to exceed expectations.

Responsibilities

• Handle inbound and outbound calls from contractors and consumers.
• Evaluate loan applications and make informed decisions.
• Provide comprehensive customer support and resolve issues.

Skills

Customer support experience

Strong communication skills

Problem-solving skills

Collaboration

Adaptability

Empathy

Tools

Zendesk

Job description

About The Role

What’s unique about this role is that you’ll be joining the Home Improvement team at the ground floor. If you’ve ever dreamed of working at an early stage start‑up, this role will allow you to contribute well beyond the scope of a normal support role, and to have a hands‑on opportunity to help create a business from the ground floor.

This is an in‑office role

Starting Pay: $24.00/Hour

What You’ll Do

• Handle inbound and outbound calls from contractors and consumers, addressing inquiries related to product troubleshooting, login issues, and general assistance.
• Evaluate loan applications and make well‑informed decisions based on established guidelines and criteria.
• Provide comprehensive customer support by understanding and effectively resolving issues, ensuring a positive experience for all customers.
• Guide and assist merchants through the onboarding process onto our platform, offering step‑by‑step guidance and addressing any concerns they may have.
• Execute various call campaigns to engage with contractors and consumers, promoting new features, updates, or special offers as required.
• Utilize Zendesk to promptly respond to customer inquiries received via email, maintaining a high standard of written communication and issue resolution.
• Collaborate with cross‑functional teams including product development, sales, and marketing to escalate complicated issues, and provide insights into customer feedback.
• Continuously strive to enhance customer satisfaction by actively seeking ways to improve processes, address pain points, and contribute to the growth of the support team.

What We Look For

• Proven support experience in a call center environment.
• Strong verbal and written communication skills, with the ability to explain technical concepts in an understandable manner.
• Exceptional problem‑solving skills and the ability to remain calm under pressure.
• Strong collaborator with cross‑functional teams to succeed in managing projects.
• Adaptability – you understand that change is constant, and you embrace it. You’re agile and resilient. You move quickly and encourage continued improvement.
• Empathetic and patient attitude towards customers, ensuring a positive interaction experience.
• Strong work ethic and desire to exceed expectations.

What We Offer You

• Great open office space.
• Paid time off (PTO).
• 401K matching.
• 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.

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.