Senior Customer Contact Specialist, Chat Support

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, 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.

Upstart’s Customer Experience team supports applicants throughout the pre-origination journey, helping them navigate questions and resolve issues as they move through the application process.

As a Senior Customer Contact Specialist, you'll primarily engage with applicants through live chat and phone, while continuing to support emails when needed. As we shift more applicant volume toward real-time channels, you'll help deliver fast, clear, and consistent support without losing the ownership and attention to detail required in a regulated lending environment.

You'll investigate complex application questions, handle escalations, make sound judgment calls, and serve as a subject matter expert for frontline vendor teams. Depending on business needs, you may be assigned to a channel-focused workflow while remaining ready to flex across chat, phone, email, and internal vendor support.

How you’ll make an impact

• Represent Upstart’s Customer Experience team. You’ll support applicants primarily through live chat and phone, while also handling email, and vendor support as business needs evolve.

• Develop expertise across a complex lending journey. Upstart supports multiple products, lending partners, application workflows, verification requirements, and internal systems. You’ll understand how these pieces connect, investigate where an applicant is getting stuck, and determine the right path forward.

• Own complex issues from start to finish. You’ll take responsibility for the contacts and escalations you handle, including issues that require coordination across Operations, Product, Risk, Compliance, Engineering, or our lending partners. You’ll route issues correctly, communicate clear expectations, and ensure commitments and required next steps are completed.

• Help build and improve support powered by AI. You’ll use AI tools to research, analyze, draft, and solve problems more effectively. You’ll also help refine prompts, workflows, automations, and other AI solutions, evaluate the quality of their outputs, identify failure patterns, and provide actionable feedback that improves how these tools