Customer Service Analyst

at  Upgrade

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 $31 billion in affordable and responsible credit to our 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 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:

We’re looking for a Customer Service Analyst join our Escalation Team. In this role, you will build out the Customer Service Escalation Process and create efficiencies by leveraging Sumo Logic, DBVisualizer, and Tableau to effectively provide a solution for applications. As a Customer Service Analyst, you will be critical in exploring issues and providing critical insights to improve decision making. You will also work with business teams to strategically communicate root causes. To be successful in this role, you must be a self starter, entrepreneurial by nature, and enjoy a fast-paced, challenging environment.

WHAT YOU’LL DO:

• Enhance data and analysis work by providing actionable insight to your manager
• Work collaboratively, cross-functionally, and independently to interface with stakeholders and other analysts or engineers to meet business requirements
• Effectively communicate (written and verbal) technical subject matters to non-technical business stakeholders
• Learn and grow in operations with a focus on back-end databases and reporting of relevant business information