Senior Customer Contact Specialist

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 1,800 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:

As a Senior Customer Contact Specialist at Upstart, you’ll be part of a multi-skilled team that supports applicants across phone, email, and other digital channels throughout the pre-origination journey. You’ll handle a wide range of regulatory, general, and complex application-related inquiries, with a primary focus on resolving escalations from our frontline vendor support team. In this role, you’ll serve as a subject matter expert on our products and procedures—answering associate questions 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 email/phone inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely information.

• Take ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelines.

• Act as a subject matter expert by answering questions from our vendor support teams via slack.

• Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.

• Maintain accurate notes of all applicant interactions to ensure visibility and alignment across teams.

• Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends.

Minimum Qualifications

• 1–2 years of experience in customer service and/or contact center support within a financial services or fintech environment.

• Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally.

• Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism.

• Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms).

• Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines.

• Impeccable judgment and acute attention to detail; ability to identify/anticipate customers’ needs and clarify information.

• Proven track record of excelling in a metric based environment.

Preferred Qualifications

• Financial services industry experience.

• Familiarity with front-line customer support tools and knowledge management platforms.

• Comfort working in high-growth, change-oriented environments where feedback loops are fast and frequent.

• Previous experience providing service for multiple product lines

Position location This role is available in the following locations: within 60 mi of Columbus, OH

Time zone requirements The team operates on the East/West coast time zones.

• The open shift times that we currently have are:

• Tuesday-Saturday: 11:30-8pm (EST)

• Sunday-Thursday: 11:30-8pm (EST)

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. For this specific team and role, you are required to be in office 2 days a week.

This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.

Columbus, OH - Anticipated Hourly Rate Range $25.48 — $25.48 USD

What you'll love

At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly

• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)

• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)

• Comprehensive health coverage designed to support you and your family

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