Remote Chief of Borrower Success

Upstart; Northern (KY); Hybrid; USD 128,000 - 177,000; Full time

Benefits offered by this job

Equity compensation

401(k) with company match

Medical coverage

ESPP program

Job summary

Upstart, a leading AI lending marketplace, seeks a Head of Borrower Success to lead and evolve Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling operating systems, strengthening performance and controls, and building teams that deliver consistent results in a dynamic environment.

The role focuses on managing multi-channel support across chat, phone, and email, driving compliance, and optimizing service

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 4+ years of experience leading customer support, customer experience, servicing, or related operations.
• Experience managing managers and leading scaled customer operations across multiple channels.
• Experience managing outsourced vendor operations, including accountability for service levels, quality, staffing, compliance, or cost performance.
• Experience owning operational performance and quality or control programs in a regulated or similarly complex environment.

Responsibilities

• Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email, with accountability for service levels, quality, productivity, compliance, staffing, and cost efficiency.
• Establish consistent performance management, coaching, and quality frameworks that improve borrower outcomes and operational performance across teams and vendor sites.
• Use operational data and reporting to identify trends, diagnose root causes, and prioritize opportunities to improve service quality, efficiency, and scalability.
• Strengthen operational controls and quality programs to reduce errors, improve compliance performance, and support sustainable growth.
• Partner with Product and Engineering to reduce avoidable borrower contacts, simplify customer journeys, expand effective self-service, and improve support tooling and automation.

Skills

Leadership

Vendor management

Multi-channel support

Regulated environment

Education

Bachelor’s degree

Job description

Upstart, a leading AI lending marketplace, seeks a Head of Borrower Success to lead and evolve Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling operating systems, strengthening performance and controls, and building teams that deliver consistent results in a dynamic environment.

The role focuses on managing multi-channel support across chat, phone, and email, driving compliance, and optimizing service