Senior Customer Contact Specialist

<div class="content-intro"><p><strong>About Upstart</strong></p> <p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p></div><p><strong>The Team:&nbsp;</strong></p> <p>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&nbsp; 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.</p> <p><strong>How you’ll make an impact</strong></p> <ul> <li>Respond to inbound email/phone inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely information.</li> <li>Take ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelines.</li> <li>Act as a subject matter expert by answering questions