Senior Customer Contact Specialist, Chat Support

The role

You will support applicants through live chat, phone, and email. You will investigate complex application questions, handle escalations, and use AI tools to improve support workflows.

What you will do

• Support applicants primarily through live chat and phone, and email or vendor support as needed.
• Develop expertise across lending products, partners, workflows, and internal systems.
• Investigate where applicants are getting stuck and determine the right path forward.
• Own complex issues and escalations from start to finish.
• Coordinate with Operations, Product, Risk, Compliance, Engineering, or lending partners.
• Use AI tools to research, analyze, draft, and solve problems.
• Refine prompts, workflows, automations, and other AI solutions.
• Identify root causes of recurring applicant pain points and recommend solutions.
• Communicate clearly and concisely with applicants using accurate language.

Required qualifications

• Experience independently resolving complex customer issues in financial services, fintech, technology, or another regulated and rapidly changing environment.
• Exceptional written and verbal communication skills.
• Experience investigating complex problems across connected tools or workflows.
• Experience managing multiple priorities, open issues, and internal dependencies.
• Experience learning and applying new products, policies, processes, or technologies in a rapidly changing environment.

Nice to have

• Experience supporting customers through multiple channels, including live chat and phone.
• 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.
• A track record of independently improving a process, knowledge resource, customer journey, or operational workflow.
• Experience partnering across Operations, Product, Risk, Compliance, or Engineering to investigate issues and drive them to resolution.

Benefits

• Base pay, bonus opportunities, and annual equity grants
• 401(k) or Group Retirement Savings Plan with company match up to $15,000 annually
• Employee Stock Purchase Plan (ESPP) for eligible employees (US only)
• Medical, dental, vision, and wellness resources
• Health Savings Account contributions (US only)
• Life insurance and disability coverage
• Paid time off, sick leave, and company holidays
• Paid family and parental leave
• Family-centered benefits for fertility, parenthood, and caregiving
• Employee Assistance Program (EAP)
• Financial wellness resources (US Only)
• Annual wellness allowance

About the company

Upstart is an AI lending marketplace that partners with banks and credit unions to expand access to affordable credit. The company is digital-first with employees located in over 80 cities across the US and Canada.