Merchant Support Specialist - High-Volume Help Expert

Upgrade; Phoenix (AZ); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

PTO

401K matching

Medical, dental & vision insurance

Parking or transit

New Hire Training

Wellness program

Snacks & beverages

Job summary

Upgrade seeks a detail‑oriented Merchant Support Specialist to assist our sales team with high call volumes, handling inbound/outbound inquiries from contractors and consumers, and guiding onboarding on our platform. You will resolve product and login issues, deliver professional support, and contribute to a positive customer experience.

You will collaborate with product, sales, and marketing teams to escalate complex issues, implement improvements, and promote new features in a fast-paced

Qualifications

• Proven experience in a call center environment.
• Strong verbal and written communication skills.
• Exceptional problem-solving abilities.
• Collaborative spirit and ability to work with cross-functional teams.
• Adaptability and resilience in changing environments.
• Empathetic and patient attitude toward customers.
• Strong work ethic and desire to exceed expectations.

Responsibilities

• Decide on loan applications based on established guidelines with attention to detail.
• Deliver excellent customer service by resolving issues promptly and professionally.
• Guide merchants through onboarding on our platform with clear, step-by-step support.
• Conduct call campaigns to promote new features and offers in a high-volume setting.
• Respond to customer inquiries via email with timely, professional responses.
• Collaborate with product, sales, and marketing to escalate complex issues and share feedback.
• Identify opportunities to improve customer satisfaction and support team growth.

Skills

Call center

Customer service

Verbal communication

Written communication

Onboarding support

Issue resolution

Collaboration

Job description

Upgrade seeks a detail‑oriented Merchant Support Specialist to assist our sales team with high call volumes, handling inbound/outbound inquiries from contractors and consumers, and guiding onboarding on our platform. You will resolve product and login issues, deliver professional support, and contribute to a positive customer experience.

You will collaborate with product, sales, and marketing teams to escalate complex issues, implement improvements, and promote new features in a fast-paced