Head of Borrower Success

About this role

About Upstart

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate 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 works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team:

Upstart’s Customer Experience team helps borrowers navigate the lending experience while maintaining a high bar for compliance, operational performance, and customer experience. The team supports multi-channel workflows and partners closely with Product, Engineering, Analytics, and Compliance to improve borrower support programs, scalability, and operational outcomes.

As the Head of Borrower Success, you will lead and evolve Upstart’s Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling effective operating systems, strengthening performance and controls, and developing teams that deliver consistent results in a complex, evolving environment.

How you’ll make an impact

• Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email, with accountability for service levels, quality, productivity, compliance, staffing, and cost efficiency.

• Establish consistent performance management, coaching, and quality frameworks that improve borrower outcomes and operational performance across teams and vendor sites.

• Use operational data and reporting to identify trends, diagnose root causes, and prioritize opportunities to improve service quality, efficiency, and scalability.

• Strengthen operational controls and quality programs to reduce errors, improve compliance performance, and support sustainable growth.

• Partner with Product and Engineering to reduce avoidable borrower contacts, simplify customer journeys, expand effective self-service, and improve support tooling and automation.

• Collaborate with Analytics, Compliance, and other cross-functional partners to improve workflows, operating programs, and the end-to-end borrower experience.

Minimum Qualifications

• Bachelor’s degree or equivalent practical experience.

• 4+ years of experience leading customer support, customer experience, servicing, or related operations.

• Experience managing managers and leading scaled customer operations across multiple channels.

• Experience managing outsourced vendor operations, including accountability for service levels, quality, staffing, compliance, or cost performance.

• Experience owning operational performance and quality or control programs in a regulated or similarly complex environment.

Preferred Qualifications

• Knowledge of regulatory and compliance requirements within consumer lending, servicing, collections, banking, or another regulated financial services environment.

• Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience.

• Experience building or scaling quality assurance frameworks, operational systems, or workflow automation.

• Ability to use operational data to identify root causes and translate findings into measurable improvements.

• Experience partnering with Product, Engineering, Analytics, and Compliance teams to improve customer-facing tools and workflows.

Position location This role is available in the following locations: Remote

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

#LI-REMOTE

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At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Base Salary Range $128,100 — $177,300 USD

What you'll love

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