Lead Borrower Success Associate

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

Upstart’s Borrower Success team supports borrowers throughout the servicing experience by delivering operational excellence, resolving complex issues, and continuously improving workflows that drive efficiency and consistency across servicing operations. The team partners closely with Operations, Loss Mitigation, Collection, Onboarding and Support teams to improve borrower outcomes, strengthen frontline effectiveness, and scale operational processes as the business grows.

As a Lead Borrower Success Associate at Upstart, you will serve as a subject matter expert supporting high-impact operational work across servicing operations. You will help improve workflow efficiency, manage escalations and operational risk, support frontline operations, and partner cross-functionally to identify and implement scalable process improvements that enhance both the borrower and agent experience.

How you’ll make an impact:

• Serve as a subject matter expert across servicing operations, providing operational guidance, escalation support, and workflow expertise to frontline teams and cross-functional partners
• Monitor operational workflows, queue health, and backlog trends to identify risks, improve responsiveness, and maintain operational consistency
• Investigate and resolve complex borrower escalations, operational issues, and workflow breakdowns while balancing borrower experience, compliance expectations, and business priorities
• Partner with Operations, Loss Mitigation, Collections and Onboarding management teams to improve workflows, resolve blockers, and support operational improvement initiatives
• Identify process gaps and inefficiencies, recommend scalable solutions, and support implementation of workflow and tooling enhancements
• Maintain and improve process documentation, operational guidance, and knowledge resources to support consistency and operational readiness across the team
• Support frontline servicing operations as business needs evolve, including borrower-facing support across email, phone, and future chat-based workflows
• Use operational data, workflow insights, and business context to prioritize competing demands and support continuous improvement efforts across servicing operations

• 4+ years of experience in operations, servicing, customer support, or workflow management within a fast-paced operational environment
• Experience partnering cross-functionally with teams such as Loss Mitigation, Collections, Onboarding and Operations to resolve operational issues and improve processe

• Experience managing escalations, operational workflows, backlog monitoring, or case management processes
• Experience using a CRM/workflow management system to manage operational activities and borrower interactions
• Experience creating or maintaining process documentation, operational procedures, or workflow guidance materials
• Knowledge of servicing operations, financial services operations, or borrower support environments
• Ability to identify operational inefficiencies and recommend scalable process improvement opportunities
• Experience serving as a subject matter expert or operational lead supporting frontline teams
• Skilled in managing competing priorities and navigating ambiguous operational challenges

At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly 
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits, including life insurance and disability coverage for added financial security
• Paid time off, sick leave, and company holidays, in line with local requirements
• Paid family and parental leave to support caregiving and major life moments (duration varies by country)
• Family-centered benefits to support fertility, parenthood, and caregiving needs
• Employee Assistance Program (EAP) offering mental health support and life-centered resources
• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
• Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
• Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
• Connection and community through team events, all-company updates, and employee resource groups (ERGs)
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)

For roles based in Canada, please note that we are not currently able to hire in Quebec.

Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com

https://www.upstart.com/candidate_privacy_policy