Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.
We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.
Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.
We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.
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
- 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
#BI-Hybrid #LI-Hybrid
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.
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