Customer Experience Manager, Home Lending

Upstart; Burlingame (CA); Hybrid; USD 105,000 - 145,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Employee stock purchase plan

Equity compensation

Job summary

Upstart is seeking a Customer Experience Manager for the HELOC product line, leading a team of CX agents supporting borrowers and applicants through the HELOC journey. You will manage phone, email, and future chat channels, shaping interactions across our Home Equity offerings.

The role partners with quality, TPM, product, telephony and compliance teams to deliver a best-in-class service model, with a focus on frictionless, empathetic customer experiences and future self-service options.

Qualifications

• 3+ years of people management experience.
• 3+ years experience in Home Lending or Mortgage industry.
• 2+ years experience with telephony systems building workflows and reporting.
• Strong analytical and problem solving skills with data-driven mindset.
• Relentless drive for qualitative and quantitative improvement in customer sentiment.

Responsibilities

• Develop and implement strategies to optimize team performance and achieve department goals and targets.
• Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions.
• Oversee customer communication channels for CX and Loan processing ensuring best possible customer experience and maintaining SLA.
• Drive Channel Strategy across phones, emails, chat, and other self-service channels.

Skills

People management

Leadership

Telephony systems

Data analysis

Customer experience

Cross-functional collaboration

Tools

Telephony systems

Job description

About the company

At the company, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital‑first doesn’t mean distant. We’re intentional about in‑person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in‑person from one of our offices in Columbus, Austin, the Bay Area, or New York City, you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team

HELOC is a fast-growing and strategically critical product line. The Customer Experience Manager will be instrumental in shaping how customers perceive and engage with our brand. This role ensures we deliver a trusted, streamlined, and supportive experience—one that sets us apart as we build a white‑glove lending partner ecosystem and elevate the standard of customer support in home lending.

The Customer Experience Manager, HELOC will lead a team of Customer Experience (CX) agents responsible for supporting borrowers and applicants throughout their HELOC journey. This leader will manage all inbound customer communication channels—including phone, email, and future chat support—and will play a significant strategic role in shaping how customers interact with our Home Equity products.

This role works closely with cross‑functional stakeholders from the following teams, quality, TPM, product, telephony and compliance. The ideal candidate combines strong people leadership with deep operational rigor, process thinking, and a passion for designing frictionless, empathetic customer interactions. As we move toward launching a white‑glove lending partner experience, this person will champion a service model that delivers best‑in‑class support—whether self‑service or person‑to‑person.

How you’ll make an impact

• Help develop and implement strategies to optimize team performance and achieve department goals and targets.

• Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.

• Oversee customer communication channels for both the CX and Loan processing teams ensuring the best possible customer experience and maintaining SLA.

• Drive Channel Strategy (phones, emails, chat, message centre and other self‑service channels).

Minimum Qualifications

• 3 + years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential.

• 3+ years experience working in the Home Lending industry at a Financial Institution or Mortgage company.

• 2+ years experience working with telephony systems building workflows and reporting

• Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.

• Relentless drive for qualitative and quantitative improvement in customer sentiment.

Preferred Qualifications

• 5+ years of people leadership experience in an operations environment.

• NMLS Licensed is a plus.

• Servicing or Interim‑servicing experience.

• Previous background managing customer facing teams or driving customer experience strategy.

Position location

This role is available in the following locations: Columbus, Ohio or Burlingame, California

Time zone requirements

The team operates on the East & West coast time zones.

In‑Office requirements.

You will be required to work from the Columbus Ohio office 2 days per week or the Burlingame, California 1 day per week

Travel requirements

As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to still spend high quality time in‑person collaborating via regular onsites. The in‑person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2‑4 consecutive days at a time.

At the company, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, the company uses compensation regions that vary depending on location. Individual pay is also determined by job‑related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, the company provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Base Salary Range

$104,800—$145,000 USD

What you'll love

At the company, our benefits for full‑time employees are designed to support your health, financial well‑being, family, and personal growth. Here’s what you can expect:

• 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 the company for el