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:
As a Customer Service Representative working for the Flex Pay buy now pay later travel product, you will deliver top-notch customer service through phone calls, emails, chats, and text messages. We are looking for applicants who will go the extra mile for customers and uphold our values and standards. You will exclusively represent Flex Pay, collaborating with Upgrade's top-notch Customer Service organization to create delightful experiences and constantly improve. They are part of a top-notch team continuously raising the bar in the finance industry.
Pay: $21.00/ hour
Position Details:
- Full-Time: (40hrs/Week)
- Start Date: August 18, 2025
- Available Schedules (Subject to change): Sun-Wed 6:00am-5:00pm, Mon-Fri 5:00am-2:00pm
What You’ll Do:
- Provide superior customer care through prompt, courteous, and professional answering of calls, emails, chats, and SMS/text messages
- Aim to consistently exceed customer expectations by finding the best solutions for any problem
- Provide thorough and accurate documentation to customer accounts across our communication channels
- Identify areas of opportunity for optimizing results and improve customer satisfaction
- Become an expert on all applicable tools and systems
- Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs
- Build and maintain collaborative relationships with all team members
- Meet and/or exceed production, quality, and customer service goals
- Be an expert on our products and processes
- Adapt to changing policies and procedures on a constant basis while maintaining high quality to your work
What We Look For:
- Bachelor's or Associate's degree preferred
- 1+ years experience in customer support or customer retention role, with extensive experience in phone and email communication
- 6+ months of high volume call center experience required
- Financial services and travel industry experience preferred
- Strong attention to detail
- Excellent verbal and written communication skills
- Strong problem solving and analytical skills
- Team player seeking a fast-paced and challenging environment
- Ability to thrive in a fast paced, changing environment
- Demonstrated ability to multi-task and work in a fast-paced environment
- Proficient in Microsoft, Cloud based products and Google apps
Nice to Have:
- Experience in Hospitality/Travel, Finance/Lending, or eCommerce is a plus
What We Offer You:
- Great open office space
- Paid time off (PTO)
- Competitive 401(k) program
- Comprehensive benefits package: Medical, dental, vision, life insurance & disability
- Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
- Paid parking or platinum pass
- New Hire Training Program
- Wellness Incentive Program
- Kitchen fully stocked with snacks and beverage
#LI-Onsite
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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What We Do
Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.
We’re consistently recognized for our innovative technology, rapid growth, and inclusive culture. Most recently, we were named one of the World’s Best Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, Best Places to Work in Fintech by American Banker, Best Employer by Forbes, and America’s Greatest Workplaces by Newsweek. Our technology and products have also earned us spots on the World's Top 250 Fintech Companies by CNBC, Deloitte Technology Fast 500, and Fintech Breakthrough Awards.
We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.
Why Work With Us
We’re consistently recognized for our innovative technology, rapid growth, and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, Best Startup Employer by Forbes, and America’s Greatest Workplaces by Newsweek.
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