Manager, Online Support

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. We have delivered over $21 billion in affordable and responsible credit over the last 5 years. 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 1500 talented and dedicated professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

We’re looking for a dedicated, people-oriented Online Support Manager to guide, mentor, and inspire our incredible team of Online Support Supervisors. The right person is a self-starter, go-getter, motivator, and can connect online and offline with their team, and our customers. Your leadership challenge will be to determine when and how you motivate and inspire your team.

What you'll do:

• Have clear knowledge of internal policies and procedures

• Manage team KPIs, and ensure department exceed goals

• Have a strong focus on Quality and an amazing Customer Experience

• Develop and manage a group of 4-6 Online Support Supervisors

• 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 a key point of escalation and troubleshooting for supervisors, customers, systems or transactional issues within the team

• Act as a key point of contact for systems training, call, and email quality improvement within the team

• Take on additional responsibilities as assigned

What you’ll need:

• 2+ years experience in the banking, financial services, or a related industry

• 3-5 years previous experience managing/supervising/leading a team of specialists and/or supervisors in a fast paced, goal oriented operations environment

• BA/BS or higher in related field is a plus

• Excellent verbal and written communication skills

• Ability to identify process improvements and make recommendations

• Strong problem solving and analytical skills

• Ability to thrive in a changing and fast-paced environment

• Proficient with Excel, Word, and Outlook

• Extensive Knowledge of Zendesk or other CRM applications

• Previous chat experience a plus and sincere desire to help us create a best- in-industry Online Support team

Benefits:

• Competitive salary

• Open PTO

• Open office and convenient location

• Comprehensive benefits package: Medical, dental & vision

• Kitchen stocked with beverages, snacks & treats

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.