Remote HELOC CX Leader: Elevate Customer Journeys

Upstart; Columbus (OH); Hybrid; USD 105,000 - 145,000; Full time

Benefits offered by this job

Competitive compensation

401(k) with company match

Employee stock purchase plan

Comprehensive health coverage

Wellness resources

Paid time off

Job summary

Upstart is seeking a Customer Experience Manager for the HELOC product line to lead a team of CX agents, guiding inbound and future chat support while shaping interactions across home equity products.

You’ll partner with quality, TPM, product, telephony, and compliance teams to design frictionless customer experiences, balancing self-service with human support. This role emphasizes people leadership and operational rigor.

Qualifications

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

Responsibilities

• Develop and implement strategies to optimize team performance and achieve department goals.
• Monitor KPIs and implement corrective actions to improve performance.
• Oversee CX communications channels for CX and Loan processing teams and maintain SLA.
• Drive channel strategy for phones, emails, chat, and self-service.

Skills

People management

Home Lending experience

Telephony systems

Analytical & data-driven

Customer sentiment improvement

Tools

Telephony systems

Job description

Upstart is seeking a Customer Experience Manager for the HELOC product line to lead a team of CX agents, guiding inbound and future chat support while shaping interactions across home equity products.

You’ll partner with quality, TPM, product, telephony, and compliance teams to design frictionless customer experiences, balancing self-service with human support. This role emphasizes people leadership and operational rigor.