Senior AI-Powered Customer Experience Specialist (Remote)

Upstart; North Carolina; Hybrid; USD 60,000 - 90,000; Full time

Job summary

United States Digital Space LLC in Columbus, OH (Easton office) is seeking a Senior Customer Contact Specialist. You’ll engage applicants primarily through live chat and phone, with email support as needed, delivering fast, clear, and empathetic assistance in a regulated lending environment.

You’ll own complex issues from start to finish, coordinating with Operations, Product, Risk, Compliance, and Engineering.

Qualifications

• Experience independently resolving complex customer issues in financial services or fintech.
• Exceptional written and verbal communication skills, including synthesizing incomplete information clearly.
• Experience investigating complex problems across connected tools or workflows.
• Experience managing multiple priorities, with strong documentation and follow‑through.
• Experience learning and applying new products, policies, processes, or technologies in a fast-changing environment.

Responsibilities

• Represent the company’s Customer Experience team across live chat, phone, email, and vendor support.
• Develop expertise across a complex lending journey with multiple products and partners.
• Own complex issues from start to finish and coordinate across Operations, Product, Risk, Compliance, Engineering, or lending partners.
• Help build and improve support powered by AI, including prompts, workflows, automations, and evaluating outputs.
• Turn observations into improvements by identifying root causes and implementing solutions that reduce friction.

Skills

Resolving complex issues

Written & verbal comms

Root-cause analysis

Documentation & coordination

Learning new products/policies

Job description

United States Digital Space LLC in Columbus, OH (Easton office) is seeking a Senior Customer Contact Specialist. You’ll engage applicants primarily through live chat and phone, with email support as needed, delivering fast, clear, and empathetic assistance in a regulated lending environment.

You’ll own complex issues from start to finish, coordinating with Operations, Product, Risk, Compliance, and Engineering.