Come drive the transformation of financial services, solve big problems and make a meaningful difference in people’s lives.
Upgrade, Inc. is a new consumer credit platform that combines personal loans with tools that help consumers understand, monitor and improve their credit. The company raised $60 million in its first capital raise in March 2017, which remains the largest Series A round ever raised by a fintech company. While the founding team is very accomplished and the business model has been proven, we are still in the early days of this new platform and there is still an opportunity to have a significant impact.
We are looking for new team members who get excited about designing and implementing new and better solutions for the greater benefit of consumers to join a team of 175 talented and passionate fintech engineers, product, credit, finance, legal, compliance, design, operations and marketing professionals.
You will be the first and very important leadership hire for our new Apply by Phone Sales group in our brand new operations center in downtown Phoenix. Customer conversion is critical to the success of our company. Our role is in this group is to help our customers quickly submit loan applications by phone, better understand their personal finances, and ultimately exceed expectations by delivering a delightful experience. We’re tasked with ensuring our borrowers have consistently great experiences with us and will measure it by maintaining a best-in-class Net Promoter Score and Customer Satisfaction Score. A great sales experience to us will be personal, human, educational, quick and through, and above all delightful. And we’re going to scale quickly.
Our Manager of Apply by Phone Sales coaches and develops a world-class inbound sales team that takes pride in creating delightful customer experiences and consistently raising the bar. This is a blended role in that you have to be a great sales leader but you're also leading an inbound call center group so you must be well-versed in inbound operations leadership. This is a role for someone who considers themselves a natural born leader who loves coaching, challenging, and developing people in a competitive fashion to drive world class results. This role is unique in that you must be comfortable leading, coaching, and developing sales agents directly from the inception of the team but also senior enough in leadership to help define the sales strategy and know how to build an exceptional team of supervisors under you as our group scales over the upcoming year. Success in this role means you love the sales competition and love “rolling your sleeves up” and showing your team what sales success looks and feels like through consistent coaching and employee development but also senior enough to tie the day-to-day activities to the larger vision and strategy of the company.
Passionately coach and develop a team of 5-10 apply by phone agents at the beginning who have the skills and tools to delight our customers and exceed their expectations
Consistently exceed your groups monthly revenue quota
Spend at least 75% of your day on the floor with your team actively monitoring calls to ensure quality while actively coaching your team on any areas for improvement
Drive your team toward exceeding operational goals, using metrics to ensure efficiency, quality, and customer experience in day-to-day operations
Mentor, inspire, and provide guidance to your team with a focus on helping them achieve their goals, grow as team members, and create successful experiences for our customers
Act as the first point of escalation and troubleshooting for customer, systems or transactional issues within the team
Act as the primary point of contact for systems training and call quality improvement within the team
Lead weekly team meetings to ensure team understanding of company initiatives, goals, as well as your team’s performance against our KPI’s (ie: Average Issued $ per agent, Offer page conversion rates, AHT, Schedule Adherence %, Quality Assurance Scores, CSAT)
Partner with members from our Product, Engineering, Marketing and Executive teams while representing the voice of our customers
Collaborate with our Phoenix and San Francisco offices to develop and implement best practicesHelp to attract and retain top talent to the team
Create and implement reward and recognition programs to drive performance and foster a positive cultural environment
Report to our Director of Sales & Customer Service
5-8 years experience leading world class sales or customer-focused teams / managing others performance
2-4 years experience leading supervisor or above level leadership teams
Experience managing inbound call center teams
Experience managing teams using data and analytics with a proven track record of increasing sales conversion, CSAT, and NPS metrics.
Experience maintaining a competitive organization by attracting, training, managing, developing and retaining top talent
Proven track record of implementing new solutions from end to end, including strategy, planning, and execution. You should be equally comfortable utilizing process improvement, change management, and operational analytics to achieve results and outcome
Excellent writing, email, phone and organization skills. Strong verbal communication skills coupled with strong computer skills
An unshakable passion for sales and service. We take customer experience really seriously and you should too!
Tech fluency – you’re an expert in our product and can learn new technology at lightning speed and teach others
The ability to identify initiatives to drive efficiency and customer satisfaction
A proven track record of building strong, tight-knit teams who connect with each otherComfort with a rapidly evolving work environment; you don’t just roll with change--you are prepared to initiate and thrive in it
Have a flexible schedule and are willing to work early mornings and some Saturday's as needed
Financial services, compliance and regulatory experience
Experience with call forecasting, scheduling, and workforce management
Experience in a fast paced startup environment
Competitive compensation and benefit package
Plenty of delicious snacks and drinks to satisfy your morning or afternoon hunger
Team happy hours & off-sites
The ability to grow your career by being one of the very first new hires at potentially one of the next Fintech unicorns
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.