Senior Customer Contact Specialist
As a Senior Customer Contact Specialist at Upstart, you will be part of a dynamic team dedicated to supporting applicants throughout the pre-origination process. Upstart is a leading AI lending marketplace committed to expanding access to affordable credit by partnering with banks and credit unions. This role offers the opportunity to contribute to a mission-driven company that leverages advanced technology to make smarter and fairer lending decisions.
In this position, your primary responsibility will be to handle a wide range of inquiries from applicants via phone, email, and other digital channels. You will focus on resolving escalations from frontline vendor support teams, providing accurate and timely information, and ensuring compliance with company policies. Additionally, you will act as a subject matter expert, assisting vendor support teams, contributing to the development of scripts and templates, and identifying opportunities to improve customer experience processes.
The ideal candidate will have 1–2 years of experience in customer service or contact center support within the financial services or fintech industry. Strong communication and interpersonal skills are essential, along with the ability to handle sensitive or escalated customer conversations professionally. Proficiency in navigating multiple systems and tools simultaneously, such as Salesforce and telephony platforms, is required. Demonstrated expertise in time management and attention to detail are also important for success in this role.
Upstart offers a competitive compensation package, including base pay, bonus opportunities, and annual equity grants. Employees benefit from comprehensive medical, dental, and vision coverage, generous 401(k) matching, and various wellness programs. The company supports a digital-first work environment, providing flexibility to work from home or from offices in Columbus, Austin, the Bay Area, or New York City. Regular in-person collaboration sessions are encouraged to foster team connection and innovation.
Joining Upstart means becoming part of a company that values creativity, experimentation, and the use of advanced AI to reshape access to credit. Employees are encouraged to tackle meaningful problems and innovate with purpose, contributing to a mission that aims to reduce the cost and complexity of borrowing for all Americans. This role offers growth opportunities within a supportive and forward-thinking environment.