Customer Service Representative

San Francisco
Operations
Full-time

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. 

The Team:
Customer experience is critical to the success of our company. Our role is to help our customers troubleshoot, problem solve, better understand their personal finance, 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 Scores and Customer Satisfaction Scores. No matter what the channel (email and phone to start; chat, self-service, and social media to follow) we aim to deliver service that goes above and beyond. Great service to us will be personal, human, educational, quick and through, and above all delightful. And we’re going to scale quickly.

The Role:
Joining our team means doing what you love - helping people. Through phone, email, and eventually chat, you will be interfacing with our wonderful customers, and working through various questions before, during, and after loan issuance. Given our group is so new and there’s so much to be done, you will have the opportunity and be counted on to help us build out our processes, customer knowledge base, and the likes of employee training materials so we’re looking for curious, entrepreneurial, hands on leaders who have a “builder's mindset”.
While the beginning of our launch may not have high call volumes from the onset, expect a very fast paced and high inbound call volume roll with a mix of outbound calls as well to help service our customers at the highest level. Your mastery of our company platform and products will be invaluable as you guide our customers in learning about their personal finances, how our product can fit their budget to improve their financial situation, how our processes work to ensure a smooth experience, and what tools we have to support them throughout the life of their loan with us. Ultimately, your goal will be to delight our customers with greater knowledge and a smile.

The Responsibilities:
Provide excellent customer service to a large number of inbound customer inquiries daily (expect 50-70 contacts daily) through phone, email, and eventually chat
Be an expert on our product features and company processes
Troubleshoot and own customer issues and escalate to appropriate channels when needed
Bring a flexible mindset - our team relies on each other to cover and/or switch shifts in order to meet the needs of our customers and quickly adapt to changes in product or processes. The only constant around here is change!
Be a compliance wizard with our customers given our financial services environment is heavily regulated and monitored to ensure best compliance practices for our customers
Represent the voice of the customers by interfacing and collaborating with other internal teams when appropriate -- you will be working with our product, technology, and leadership teams to share the voice of the customer feedback
Constantly develop ways to improve our process and create value
Enjoy a competitive compensation and benefit package

Skills:
GSDer (G’S’D’er): You get stuff done quickly, efficiently, and without first being asked or needing your hand held
Excellent written and oral communication skills
Receptiveness to feedback and coaching with the desire to continuously improve
Demonstrated aptitude and love for providing exceptional customer service
A natural enthusiasm for resolving problems in an ever-evolving environment
Strong attention to detail is critical given our compliance environment and we’re working with people’s money everyday
A great sense of humor - “Joy” is one of our core values
Stamina and focus to provide support to dozens of contacts per day with a smile
Tech fluency - you’ll become an expert in our product and can learn new technology and processes at lightening speed, as well as help and teach others
An infectiously upbeat attitude and great sense of humor
Experience in a fast paced startup environment
Experience using Zendesk as a customer management and servicing tool

Benefits/Perks:
Competitive compensation and benefit package
An awesome office located right in the heart of San Francisco’s financial district on historic California street that’s a close five minute walk from Montgomery station
Plenty of delicious snacks and drinks to satisfy your morning or afternoon hunger
Team happy hours & off-sites

Salary:
$45,000 base + 5% bonus paid monthly based on performance

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.