Job Specifications
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 over $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 $7.3B.
We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were 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.
About the Role:
In this role, you'll act as the key link between operations, product, and customer experience teams—investigating root causes of customer pain points, monitoring system performance, and driving improvements across our internal platform. You'll manage incident escalations, gather insights from data and frontline teams, and help shape product enhancements through close cross-functional collaboration. This role will be based in our Phoenix office in a hybrid capacity.
What You’ll Do:
Identifying root cause of issues and customer pain points through our platform’s core services
Monitor key systems for Upgrade across operational areas including verifications, servicing, and customer support
Gather anecdotal and quantitative data across Upgrade’s proprietary back-end tools and third party system integrations
Work closely with the operations and product teams to identify, troubleshoot and route issues across different product domains
Collaborate with customer experience teams to understand and create user stories to provide work scopes and feedback to product teams
Act as the operational subject matter expert for Upgrade’s proprietary back-end tools
Responsible for incident management and escalation of issues related to our internal platform
Communicate in person with customer-facing teams regarding improvement opportunities and incident response
What We Look For:
Strong understanding and applied use of SQL
Experience with Web Analytics tools such as Heap, Full Story, Adobe, Google Analytics
Strong passion for delivering customer-centric outcomes
Critical thinking skills to recommend original and productive ideas
Ability to synthesize complex data into actionable goals
Ability to discern system, user error, procedural and product-related issues
Ability to field product related questions across Operations
Ability to learn data and system tools for troubleshooting
Nice to Have:
Product management experience
Experience working in a customer support center or similar domain experience
Experience working with loan products
Experience with third party APIs & solutions integration
Familiar with Atlassian products (Jira, Confluence, OpsGenie)
What We Offer You:
Competitive salary and stock option plan
100% paid coverage of medical, dental and vision insurance
Flexible PTO
Competitive 401(k) and RRSP program
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives
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.
About the Company
Upgrade is a fintech unicorn founded in 2017. Since then we've helped customers access over $39 billion in consumer credit, with millions of families across America using a credit line, personal loan, or Rewards Checking or Premier Savings account through Upgrade.
We are looking for new team members who get excited about designing and delivering new and better products. Come join us if you like to tackle big problems and make a meaningful difference in people's lives! Our innovative Upgrade Card has been the fastest growin...
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