Senior CX Specialist — Hybrid, AI‑Driven Support

Upstart; Columbus (OH); Hybrid; USD 29,000 - 41,000; Full time

Benefits offered by this job

Competitive compensation

401(k) with company match

Employee stock purchase plan (ESPP)

Health coverage

Paid time off

Job summary

Upstart is seeking a Senior Customer Contact Specialist to support applicants through live chat, phone, and email in a fast-paced environment enhanced by AI tools. You will resolve complex questions, handle escalations, and collaborate with Operations, Product, Risk, Compliance, and Engineering to improve the customer journey.

This hybrid role requires two in-office days in Columbus, with ET hours and remote work options supported.

Qualifications

• Experience independently resolving complex customer issues in financial services, fintech, technology, or another regulated and rapidly changing environment.
• Exceptional written and verbal communication skills, including the ability to synthesize incomplete information and explain complex topics clearly, concisely, and accurately.
• Experience investigating complex problems across connected tools or workflows, including identifying root causes, recognizing patterns, and distinguishing an individual issue from a broader problem.
• Experience managing multiple priorities, open issues, and internal dependencies while maintaining strong documentation, accuracy, and follow through.
• Experience learning and applying new products, policies, processes, or technologies in a rapidly changing environment.

Responsibilities

• Represent Upstart’s Customer Experience team through live chat, phone, email, and vendor support as needed.
• Develop expertise across a complex lending journey with various products, partners, and verification requirements.
• Own complex issues from start to finish, coordinating across Operations, Product, Risk, Compliance, Engineering, or Lending Partners.
• Help build and improve AI-powered support, researching prompts, workflows, and automations, and evaluating outputs.
• Turn observations into improvements by investigating root causes and implementing solutions to reduce friction.
• Communicate with precision and empathy, explaining actions clearly and setting expectations for applicants.

Skills

Customer support

Written communication

Multichannel support

Problem solving

Process improvement

Tools

AI tools

CRM systems

Job description

Upstart is seeking a Senior Customer Contact Specialist to support applicants through live chat, phone, and email in a fast-paced environment enhanced by AI tools. You will resolve complex questions, handle escalations, and collaborate with Operations, Product, Risk, Compliance, and Engineering to improve the customer journey.

This hybrid role requires two in-office days in Columbus, with ET hours and remote work options supported.