Senior Customer Contact Specialist, Chat Support

Upstart•Columbus, OH

8d•Hybrid

About The Position

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.

Requirements

Experience independently resolving complex customer issues in financial services, fintech, technology, or another regulated and rapidly changing environment.
Exceptional written and verbal communication skills, including the ability to synthesize incomplete information and explain complex or sensitive topics clearly, concisely, and accurately.
Experience investigating complex problems across connected tools or workflows, including identifying root causes, recognizing patterns, and distinguishing an individual issue from a broader problem.
Experience managing multiple priorities, open issues, and internal dependencies while maintaining strong documentation, accuracy, and follow through.
Experience learning and applying new products, policies, processes, or technologies in a rapidly changing environment.

Nice To Haves

Experience supporting customers through multiple channels, including live chat and phone, while adapting your communication style to the needs of each channel.
Experience working in a performance focused environment with expectations related to quality, customer satisfaction, productivity, and speed of service.
Demonstrated experience using AI tools to improve the quality, speed, or consistency of work, including testing AI-generated outputs, identifying failure patterns, evaluating results, and translating findings into actionable feedback or product improvements.
A track record of independently improving a process, knowledge resource, customer journey, or operational workflow from identifying the problem through implementing the solution.
Experience partnering across Operations, Product, Risk, Compliance, or Engineering to investigate issues and drive them to resolution.

Responsibilities

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 perform.
Turn observations into improvements. When you identify a recurring applicant pain point, unclear procedure, outdated knowledge article, or inefficient workflow, you’ll do more than flag it. You’ll investigate the root cause, recommend a solution, and help implement improvements that reduce friction and make the entire team more effective.
Communicate with precision and empathy. Financial decisions can be complex and personal. You’ll clearly explain what is happening, what actions are being taken, and what the applicant should expect next using accurate, concise language without unnecessary jargon or filler.

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!)