Upgrade

The Partner Success Manager will lead the integration process for a portfolio of partners, ensuring successful onboarding and implementation. They will collaborate with internal teams and partners to gather requirements, track progress, and address any issues that arise. | Candidates should have 3-5 years of relevant experience in travel, travel technology, or fintech, with 2-3 years in a client-facing implementation role. Strong project management skills and the ability to foster relationships with external stakeholders are essential. | 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 collaborative 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, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 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. About This Role: As a Partner Success Manager - you are key in driving and owning the partner integration pipeline throughout onboarding, implementation and growth stages. You will work closely with members of the partner integration team to gather and prioritize requirements needed for development. Additionally, you will work closely with our partner’s technical teams to move them through the pipeline and enable Flex Pay on their sales channels. You will partner with the Account team to ensure our partners and Flex Pay are aligned for successful partnership The successful candidate has an excellent understanding of integrations and implementation processes. They will have strengths in project management skills with a quick aptitude for learning new and evolving technologies. The candidate will support complex integration projects that require multiple touch points and cross-functional coordination with internal teams and partners. The ideal candidate possesses strong communication skills with experience managing multiple external relationships. What You’ll Do: Lead the integration process for a portfolio of partners across Travel industries. Responsibilities include, but are not limited to: Partnering with Account Managers in being the integration expert for merchant partners Initial discovery for integration compatibility Preparing kick-off meetings and materials for partners Gathering requirements for internal Engineering and cross-functional teams Creating workflow tickets to track ongoing integrations, partner discoveries and troubleshooting with partners as needed Work collaboratively with Integration team members and across the organization to improve processes and mitigate integration risks Own ongoing integration expansion and investigation for partners within your portfolio, which includes ongoing monitoring and validation to ensure the integration continues to work as expected Serve as escalation point for issues that impact the partner’s success (whether issues reported by the Account Management team or the partners directly) Support the management of Salesforce pipeline for the Partner Success team Use project management tools to track and communicate project status throughout the company Assist in large scale company projects and own ad-hoc integration projects as needed (i.e. dev portal revamp, product documentation and knowledge transfer) What We Look For: 3-5 years’ relevant experience in travel, travel technology or fintech industries 2-3 years' of experience in a client-facing implementation or integration role, preferably within a SaaS company or similar Partnered with external stakeholders in a project management, account management, or customer support capacity, fostering strong relationships Demonstrated project management skills leading complex projects that require cross-functional collaboration Demonstrated business acumen decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives Strong communication skills with the ability to facilitate meetings, present to all levels of the organization, deal with ambiguity and adapt to a fast-paced deadline-driven environment Methodical problem solving skills with a desire to continuously learn and improve the current structure Superior organizational and computer skills (Word, Excel, Powerpoint, G Suite, Atlassian) Ability to work independently with a keen attention to detail Aptitude for making organizational improvements to craft and implement new cutting-edge initiatives and processes 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. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Provide customer service via phone and email related to account status, payments, and billing issues while documenting interactions and improving customer satisfaction. | Requires 2+ years customer service experience, 1+ year loan servicing/payment processing experience, high school diploma, and strong communication and problem-solving skills. | 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 collaborative 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, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 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. About the Role: As a Customer Service Advisor, Card Payment you will engage with our customers by phone and email providing the best in class service related to current status of accounts, payments and other concerns. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers. Pay: $21.00/hour Shift Availability: Monday - Friday: 6:00am - 3:00pm Monday - Friday: 9:00am - 6:00pm What You’ll Do: Interact with customers to answer questions, provide assistance, and process requests by phone and email Answer incoming customer calls regarding billing issues, service questions and general concerns Provide thorough and accurate documentation to customer accounts across our communication channels Identify areas of opportunity for optimizing results and improve customer satisfaction Contribute to the improvement of training and development on a daily basis Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs Create a positive customer experience #customerserviceninja Maintain superior quality assurance results Come to work with a positive outlook contributing to Upgrade’s already enjoyable environment Nice to Have: 2+ years of customer service experience required 1+ years of experience in loan servicing and/or payment processing High School Diploma or equivalent required, Bachelor's or Associate's degree preferred Working knowledge and experience with FDCPA and FCRA regulations Excellent written and verbal communication Strong analytical and problem solving skills Demonstrated ability to multi-task and work in a fast-paced environment Flexibility and ability to adapt to business needs Capability of gaining customer loyalty through listening, relationship building, professionalism, and persuasive communication skills Team oriented mindset #goteam Proficient in Microsoft Cloud based products and Google Workplace 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 #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. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.