[Remote] Senior Customer Contact Specialist

Note: The job is a remote job and is open to candidates in USA. Upstart is an AI lending marketplace focused on reducing borrowing costs for Americans. The Senior Customer Contact Specialist will support applicants through various digital channels, handling inquiries and escalations while ensuring compliance and quality standards.ResponsibilitiesRespond to inbound email/phone inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely informationTake ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelinesAct as a subject matter expert by answering questions from our vendor support teams via slackSupport funnel conversion by proactively identifying and addressing common applicant questions or pain pointsMaintain accurate notes of all applicant interactions to ensure visibility and alignment across teamsIdentify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trendsSkills1–2 years of experience in customer service and/or contact center support within a financial services or fintech environmentOutstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionallyProven ability to handle sensitive or escalated customer conversations with empathy and professionalismComfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms)Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlinesImpeccable judgment and acute attention to detail; ability to identify/anticipate customers' needs and clarify informationProven track record of excelling in a metric based environmentFinancial services industry experienceFamiliarity with front-line customer support tools and knowledge management platformsComfort working in high-growth, change-oriented environments where feedback loops are fast and frequentPrevious experience providing service for multiple product linesBenefitsCompetitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterlyRetirement 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 securityPaid time off, sick leave, and company holidays, in line with local requirementsPaid family and parental leave to support caregiving and major life moments (duration varies by country)Family-centered benefits to support fertility, parenthood, and caregiving needsEmployee Assistance Program (EAP) offering mental health support and life-centered resourcesFinancial 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 youAnnual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work fromConnection 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!)Company OverviewUpstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. It was founded in 2012, and is headquartered in San Mateo, California, USA, with a workforce of 1001-5000 employees. Its website is https://upstart.com/about.