Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. The company is 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.
Requirements
- Strong understanding and applied use of SQL
- Ability to learn data and system tools for troubleshooting.
- Product management experience
- Experience working in a customer support center or similar domain experience.
- Experience working with loan products.
- Experience with third party APIs & solutions integration.
- Familiar with Atlassian products (Jira, Confluence, OpsGenie)
Responsibilities
- Identifying root cause of issues and customer pain points through our platform's core services.
- Monitor key systems for Upgrade across operational areas including verifications, servicing, and customer support.
- Gather anecdotal and quantitative data across Upgrade's proprietary back-end tools and third party system integrations.
- Work closely with the operations and product teams to identify, troubleshoot and route issues across different product domains.
- Collaborate with customer experience teams to understand and create user stories to provide work scopes and feedback to product teams
- Act as the operational subject matter expert for Upgrade's proprietary back-end tools
- Responsible for incident management and escalation of issues related to our internal platform
Other
- Strong passion for delivering customer-centric outcomes.
- Critical thinking skills to recommend original and productive ideas
- Ability to synthesize complex data into actionable goals
- Ability to discern system, user error, procedural and product-related issues.
- Ability to field product related questions across Operations.
