Supervisor, Customer Service

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 $25 billion in affordable and responsible credit to our 2.7M 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 1600 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: Our Customer Service Supervisor coaches and develops a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. 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. Your job is all about partnering with the leadership team to deliver unparalleled service while fostering a fun and enriching work environment.   What You’ll Do: Passionately coach and develop a team of 10-15 customer service representatives who have the skills and tools to delight our customers and exceed their expectations Spend at least 70% of your day on the floor with your team actively monitoring calls, emails, and chats 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, call, and email 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. 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 practices Help 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 Customer Service   What We Look For: 3+ years experience leading world class customer service or customer-focused teams / managing others performance Experience managing teams using data and analytics with a proven track record of increasing CSAT & NPS scores 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 outcomes. Excellent writing, email, phone and organization skills. Strong verbal communication skills coupled with strong computer skills. An unshakable passion for service. We take customer support really seriously and you should too!   What We Offer You:  Great open office space Paid time off (PTO) 401K matching 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 beverages     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.