Overview
About Upstart
At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. We bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence. We are a digital-first company with flexibility to work from home or from offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026). We are open to talent across the US and Canada and prioritize in-person connections through team onsites, planning sessions, and collaborative moments.
If you’re energized by tackling meaningful problems, innovating with purpose, and working on work that truly matters, we’d love to hear from you.
The Team and Role 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. You’ll serve as a subject matter expert on our products and procedures, answer questions in Slack, contribute to scripts and templates, and ensure 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.
Qualifications 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.
Location and Hours Position location: Columbus, OH.
Time zone requirements: The team operates on East/West coast time zones. Open shift times include:
Tuesday-Saturday: 11:30-8pm (EST)
Sunday-Thursday: 11:30-8pm (EST)
Tuesday-Saturday: 9-5:30pm (EST)
Travel requirements: This is a digitally-first role with remote work possible. Most employees can live and work anywhere in the U.S. but in-person collaboration occurs through quarterly onsites. The cadence varies by team and role, typically 2-4 days per quarter.
Compensation and Benefits This is a Non-Exempt position. You are paid hourly, bi-weekly, and may be eligible for overtime where applicable by state law. Columbus, OH – Anticipated Hourly Rate Range: $25.48 per hour.
Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options
Comprehensive medical, dental, and vision coverage with employer contributions varying by plan
Health Savings Account contributions from Upstart
Income protection benefits, including company-paid life, AD&D, and short- and long-term disability
Paid time off, sick leave, holidays, and paid family and parental leave
Family-centered benefits through Carrot and Cleo for fertility, parenthood, and caregiving
Employee Assistance Program (EAP) and financial wellness resources
Annual wellness and productivity allowances
Connections through team events, onsites, and ERGs
Onsite perks at offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026)
Equal Opportunity and Accommodation Upstart is an Equal Opportunity Employer. We are committed to inclusive and fair hiring practices. If you require reasonable accommodation in completing an application or participating in the selection process, please email candidate_accommodations@upstart.com.
For more information, visit https://www.upstart.com/candidate_privacy_policy
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If you’re energized by tackling meaningful problems, innovating with purpose, and working on work that truly matters, we’d love to hear from you.
The Team and Role 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. You’ll serve as a subject matter expert on our products and procedures, answer questions in Slack, contribute to scripts and templates, and ensure 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.
Qualifications 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.
Location and Hours Position location: Columbus, OH.
Time zone requirements: The team operates on East/West coast time zones. Open shift times include:
Tuesday-Saturday: 11:30-8pm (EST)
Sunday-Thursday: 11:30-8pm (EST)
Tuesday-Saturday: 9-5:30pm (EST)
Travel requirements: This is a digitally-first role with remote work possible. Most employees can live and work anywhere in the U.S. but in-person collaboration occurs through quarterly onsites. The cadence varies by team and role, typically 2-4 days per quarter.
Compensation and Benefits This is a Non-Exempt position. You are paid hourly, bi-weekly, and may be eligible for overtime where applicable by state law. Columbus, OH – Anticipated Hourly Rate Range: $25.48 per hour.
Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options
Comprehensive medical, dental, and vision coverage with employer contributions varying by plan
Health Savings Account contributions from Upstart
Income protection benefits, including company-paid life, AD&D, and short- and long-term disability
Paid time off, sick leave, holidays, and paid family and parental leave
Family-centered benefits through Carrot and Cleo for fertility, parenthood, and caregiving
Employee Assistance Program (EAP) and financial wellness resources
Annual wellness and productivity allowances
Connections through team events, onsites, and ERGs
Onsite perks at offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026)
Equal Opportunity and Accommodation Upstart is an Equal Opportunity Employer. We are committed to inclusive and fair hiring practices. If you require reasonable accommodation in completing an application or participating in the selection process, please email candidate_accommodations@upstart.com.
For more information, visit https://www.upstart.com/candidate_privacy_policy
#J-18808-Ljbffr