Lead Borrower Success Associate

Upstart•Columbus, OH

7h•$29 - $40•Remote

About The Position

Upstart's Borrower Success team supports borrowers throughout the servicing experience by delivering operational excellence, resolving complex issues, and continuously improving workflows that drive efficiency and consistency across servicing operations. The team partners closely with Operations, Loss Mitigation, Collection, Onboarding and Support teams to improve borrower outcomes, strengthen frontline effectiveness, and scale operational processes as the business grows. As a Lead Borrower Success Associate at Upstart, you will serve as a subject matter expert supporting high-impact operational work across servicing operations. You will help improve workflow efficiency, manage escalations and operational risk, support frontline operations, and partner cross-functionally to identify and implement scalable process improvements that enhance both the borrower and agent experience.

Requirements

4+ years of experience in operations, servicing, customer support, or workflow management within a fast-paced operational environment
Experience partnering cross-functionally with teams such as Loss Mitigation, Collections, Onboarding and Operations to resolve operational issues and improve processes

Nice To Haves

Experience managing escalations, operational workflows, backlog monitoring, or case management processes
Experience using a CRM/workflow management system to manage operational activities and borrower interactions
Experience creating or maintaining process documentation, operational procedures, or workflow guidance materials
Knowledge of servicing operations, financial services operations, or borrower support environments
Ability to identify operational inefficiencies and recommend scalable process improvement opportunities
Experience serving as a subject matter expert or operational lead supporting frontline teams
Skilled in managing competing priorities and navigating ambiguous operational challenges

Responsibilities

Serve as a subject matter expert across servicing operations, providing operational guidance, escalation support, and workflow expertise to frontline teams and cross-functional partners
Monitor operational workflows, queue health, and backlog trends to identify risks, improve responsiveness, and maintain operational consistency
Investigate and resolve complex borrower escalations, operational issues, and workflow breakdowns while balancing borrower experience, compliance expectations, and business priorities
Partner with Operations, Loss Mitigation, Collections and Onboarding management teams to improve workflows, resolve blockers, and support operational improvement initiatives
Identify process gaps and inefficiencies, recommend scalable solutions, and support implementation of workflow and tooling enhancements
Maintain and improve process documentation, operational guidance, and knowledge resources to support consistency and operational readiness across the team
Support frontline servicing operations as business needs evolve, including borrower-facing support across email, phone, and future chat-based workflows
Use operational data, workflow insights, and business context to prioritize competing demands and support continuous improvement efforts across servicing operations

Benefits

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, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
Health Savings Account contributions from Upstart for eligible plans (US only)
Income protection benefits, including life insurance and disability coverage for added financial security
Paid time off, sick leave, and company holidays, in line with local requirements
Paid family and parental leave to support caregiving and major life moments (duration varies by country)
Family-centered benefits to support fertility, parenthood, and caregiving needs
Employee Assistance Program (EAP) offering mental health support and life-centered resources
Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
Connection and community through team events, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)