{"id":1127560,"url":"https://alion.io/job/upgrade-merchant-support-specialist","title":"Merchant Support Specialist","company":{"id":20596,"name":"Upgrade","domain":"upgrade.com","url":"https://alion.io/company/upgrade","size_band":"201-500","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Phoenix, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":24,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":48000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-22T22:15:07Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-24T01:16:47Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About the Role:\nWe are seeking a self-motivated and hardworking Merchant Support Specialist to join our dynamic team. This role plays a crucial part in assisting our sales team by managing high call volumes and handling both inbound and outbound calls from contractors and consumers. You will address inquiries related to product troubleshooting, login issues, and general assistance, providing a professional and efficient support experience.\nPosition Details:\nPay: $24.00/ hour\nStart Date: October, 26th\nWhat You'll Do:\nMake informed decisions on loan applications based on established guidelines and criteria, demonstrating a keen attention to detail and responsibility.\nDeliver exceptional customer service by understanding and resolving issues promptly, ensuring a positive experience for every customer interaction.\nGuide and assist merchants through our platform's onboarding process, offering step-by-step support and addressing any concerns they may have.\nExecute various call campaigns with a focus on engaging contractors and consumers, effectively promoting new features, updates, or special offers in a high-volume environment.\nRespond to customer inquiries received via email with professionalism, maintaining high standards in written communication and swift issue resolution.\nWork closely with product development, sales, and marketing teams to escalate complex issues and provide valuable insights based on customer feedback.\nActively seek ways to enhance customer satisfaction, address pain points, and contribute to the growth and improvement of the support team.\nNice to Have:\nProven experience in a call center environment, demonstrating success in managing high call volumes.\nStrong verbal and written communication skills, with the ability to explain technical concepts clearly and professionally.\nExceptional problem-solving skills and the ability to remain calm and composed under pressure.\nA collaborative spirit, thriving when working with cross-functional teams to achieve success.\nAdaptability and resilience in a changing environment, with a willingness to embrace challenges and drive improvement.\nAn empathetic and patient attitude towards customers, ensuring every interaction is positive and supportive.\nA strong work ethic and a desire to exceed expectations consistently.\nWhat We Offer You: \nGreat open office space\nPaid time off (PTO)\n401K matching\nMedical, dental and vision insurance with employer paid options\nConveniently located in the heart of Downtown Phoenix close to light rail and public transportation\nPaid parking or platinum pass\nNew Hire Training Program\nWellness Incentive Program\nKitchen fully stocked with snacks and beverage\nFor 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.","description_format":"text","description_chars":2883,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Banking","Lending"],"lifecycle":[{"event":"open","at":"2026-09-22T22:33:45Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":69,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-09-23T05:45:00Z"},"pay":{"stated_usd_annual":48000,"is_top_pay":false},"html_url":"https://alion.io/job/upgrade-merchant-support-specialist","json_url":"https://alion.io/job/upgrade-merchant-support-specialist.json","meta":{"generated_at":"2026-09-24T01:19:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}