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Head of Borrower Success

4 weeks, 1 day ago
United States
Full-time
Executive
Customer Success Manager
Customer and Technical Support
Generative AI
Apply Now
Upstart

Upstart

Upstart Powered Loans: Personal, Car Refinance & Consolidation Through Upstart, apply online for a fast personal loan, auto refinancing, or debt consolidation. Try our quick rate check today with no impact to your credit! Founded by ex Googlers, Upstar...

Banks
1K-5K
Founded 2012
View All Jobs 28

Description

  • Lead Borrower Success leaders and international vendor partners across chat, phone, and email channels.
  • Own service levels, quality, productivity, compliance, staffing, and cost efficiency.
  • Establish performance management, coaching, and quality frameworks across teams and vendor sites.
  • Use operational data to identify trends, diagnose root causes, and prioritize improvements.
  • Strengthen operational controls and quality programs to reduce errors and improve compliance.
  • Partner with Product and Engineering to reduce avoidable contacts, improve self-service, and enhance support tooling and automation.
  • Collaborate with Analytics, Compliance, Product, and Engineering teams to improve workflows and the end-to-end borrower experience.

Requirements

  • Bachelor’s degree or equivalent practical experience.
  • 4+ years of experience leading customer support, customer experience, servicing, or related operations.
  • Experience managing managers and scaled, multichannel customer operations.
  • Experience managing outsourced vendor operations and accountability for service levels, quality, staffing, compliance, or cost.
  • Experience owning operational performance and quality or control programs in a regulated or similarly complex environment.
  • Knowledge of consumer lending, servicing, collections, banking, or other regulated financial services requirements preferred.
  • Experience using automation or generative AI to improve support workflows, reporting, efficiency, or customer experience preferred.
  • Experience building quality assurance frameworks, operational systems, or workflow automation preferred.
  • Ability to use operational data to identify root causes and deliver measurable improvements.
  • Experience partnering cross-functionally with Product, Engineering, Analytics, and Compliance teams preferred.

Benefits

  • Remote-first role with regular team onsites, typically once or twice per quarter.
  • Base salary range of $128,100–$177,300 USD, plus target bonuses and equity compensation.
  • Medical, dental, vision, wellness resources, life insurance, and disability coverage.
  • 401(k) or Group Retirement Savings Plan with a company match of 2:1, up to $15,000 annually.
  • Quarterly-vesting annual equity grants and discounted Employee Stock Purchase Plan for eligible US employees.
  • Paid time off, sick leave, company holidays, and paid family and parental leave.
  • Mental health support, financial wellness resources, family-centered benefits, and annual wellness and productivity allowances.

Interested in this position?

Apply directly on the company website

Apply Now

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