Chat Supervisor, Online Support
Job description
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 TheRole:
Our Online Support Supervisor (Email & Chat) team 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. The right candidate will excel at finding process improvements and have excellent attention to detail.
We’re looking for a dedicated, people-oriented Online Support Supervisor (Email & Chat) to guide, mentor and inspire our incredible team of Email or Chat Representatives. 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 with internal policies and procedures
- Manage team KPIs, and ensure department exceed goals
- Have a strong focus on Quality and an amazing Customer Experience
- 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
- Take on additional responsibilities as assigned
What We Look For
- 1 - 3 years previous experience managing a team of specialists in a fast paced, goal oriented operations environment.
- Experience using Zendesk and Genesys Chat systems.
- Broad knowledge of consumer banking and/or Financial Services including, but not limited to, loan processing, onboarding new accounts, checking, savings, debit card, etc…
- Extensive knowledge of managing a team with high volume of emails and chats
- Detail-oriented, analytical, and highly organized self-starter and ability to work in fast-paced and dynamic environment
- Strong verbal and written communication skills Operations ( loans, bank accounts, mobile app, credit card, auto refinance, HELOC, processing, customer facing, financial, tech) experience a plus
- Excellent grammar, spelling, and punctuation.
- Ability to inspire a team and help develop a team of agents.
- Customer experience mindset and ability to be able to focus on process improvements within the department
Ability to collaborate with peers, provide suggestions on process improvements and be innovative.
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
- Wellness Incentive Program
- Kitchen fully stocked with snacks and beverages
#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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