About the job
About Upstart
At Upstart, we’re committed to a mission that truly matters: to significantly lower the cost and complexity of borrowing for all Americans. Every day, we leverage creativity, experimentation, and cutting-edge AI technology to redefine access to credit, empowering millions to achieve financial clarity and confidence.
As the premier AI lending marketplace, we collaborate with banks and credit unions to broaden access to affordable credit through technology that is both exceptionally intelligent and profoundly human. Our platform executes over one million predictions per borrower using more than 1,800 signals, facilitating smarter, fairer decisions for millions of customers. But the metrics only hint at our impact; every idea, voice, and contribution brings us closer to a reality where credit never hinders financial progress.
We proudly embrace a digital-first approach, allowing most Upstarters the flexibility to perform at their best from wherever they feel most productive, while collaborating with teammates across 80+ cities in the US and Canada. Digital-first doesn’t equate to distant. We prioritize in-person connections through team onsite meetings, planning sessions, and creative collaborations. Whether you prefer to work primarily from home or engage in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that suits you best.
If you’re passionate about solving meaningful challenges, eager to innovate with intention, and driven by work that truly makes a difference, we’d love to connect with you.
The Team:
As a Senior Customer Contact Specialist at Upstart, you’ll join a multi-skilled team that assists applicants through phone, email, and various digital channels during the pre-origination journey. You’ll tackle a diverse array of regulatory, general, and complex application-related inquiries, primarily focusing on resolving escalations from our frontline vendor support team. In this role, you’ll act as a subject matter expert on our products and procedures—answering associate queries in Slack, contributing to scripts and templates, and ensuring every interaction meets our quality, compliance, and SLA expectations.
How you’ll make an impact
- Respond to inbound inquiries via email/phone and manage real-time chat support (to be implemented in future), providing accurate, helpful, and timely information.
- Take ownership of escalation calls from applicants requesting a supervisor, professionally resolving concerns while adhering to compliance and policy guidelines.
- Act as a subject matter expert by addressing questions...