Merchant Support Specialist

Upgrade•Phoenix, AZ

13h

About The Position

Upgrade is seeking a self-motivated and hardworking Merchant Support Specialist to support its sales team by managing high call volumes and handling inbound and outbound calls from contractors and consumers. The role addresses product troubleshooting, login issues, and general assistance, providing professional and efficient customer support. It also includes making loan application decisions according to established guidelines, helping merchants onboard to the platform, responding to email inquiries, and coordinating with product development, sales, and marketing teams to escalate complex issues and share customer feedback. Work is performed indoors in a fast-paced environment, with multiple priorities and established workflows, schedules, and service expectations. Employees use digital systems and applications and communicate with customers, peers, supervisors, and cross-functional partners through channels such as meetings, email, phone, and digital collaboration tools. Duties may involve high volumes of customer interactions using telecommunications and computer systems, reading and interpreting information on computer screens, and remaining in a working posture for extended periods. Depending on business needs and the nature of the role, work may take place in a contact center, office, or remote environment. Onsite settings may include shared workspaces, standard office lighting, and moderate background noise. Remote employees must maintain a secure, productive workspace with reliable internet connectivity.

Requirements

Proven experience in a call center environment and success managing high call volumes.
Strong verbal and written communication skills, including the ability to explain technical concepts clearly and professionally.
Strong problem-solving skills and the ability to remain calm under pressure.
Ability to collaborate with cross-functional teams.
Adaptability and resilience in a changing environment, with willingness to embrace challenges and drive improvement.
Empathetic and patient approach to customer interactions.
Strong work ethic and desire to consistently exceed expectations.

Responsibilities

Make decisions on loan applications using established guidelines and criteria.
Provide customer service by understanding and resolving customer issues promptly.
Guide merchants through the platform onboarding process and address their concerns.
Carry out call campaigns with contractors and consumers to promote features, updates, or offers.
Respond professionally to customer inquiries by email and resolve issues promptly.
Work with product development, sales, and marketing teams to escalate complex issues and share insights from customer feedback.
Seek ways to improve customer satisfaction, address pain points, and improve the support team.