Senior Customer Contact Specialist, Chat Support

📋 Description

• Represent Upstart's Customer Experience team supporting applicants primarily through live chat and
• Develop expertise across a complex lending journey, understanding how multiple products, lending
• Own complex issues from start to finish including coordination across Operations, Product, Risk
• Help build and improve support powered by AI, using AI tools to research, analyze, draft, and solve
• Turn observations into improvements by investigating the root cause of recurring applicant pain
• Communicate with precision and empathy, clearly explaining actions, expectations, and next steps to

🎯 Requirements

• Experience independently resolving complex customer issues in financial services, fintech
• Exceptional written and verbal communication skills, including ability to synthesize incomplete
• Experience investigating complex problems across connected tools or workflows, including
• Experience managing multiple priorities, open issues, and internal dependencies while maintaining
• Experience applying new products, policies, processes, or technologies in a rapidly changing

🎁 Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that
• Retirement benefits with company match of $2 for every $1 contributed, up to $15,000 annually (USD
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options (US only)
• Comprehensive health coverage including medical, dental, vision, and wellness resources (US) and
• Health Savings Account contributions from Upstart (US only)
• Income protection benefits, including life insurance and disability coverage