Lead Operations Associate, Customer Experience

About Upstart

At Upstart were 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 thats both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3000 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.

Were 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 doesnt mean distant. Were 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 youll have the support to work in the way that works best for you.

If youre energized by tackling meaningful problems excited to innovate with purpose and motivated by work that truly matters wed love to hear from you.

The Team:

Upstarts Customer Experience team helps applicants navigate the borrowing process across phone email and chat. The team combines customer support operational expertise and collaboration across departments to resolve issues accurately and improve the applicant experience.

As the Lead Operations Associate Customer Experience you will support daily team health by building practical AI tools analyzing workforce needs investigating recurring issues and providing peer this individual contributor role you will partner with Operations Managers and cross-functional teams to improve quality productivity and service levels while communicating risks early and following improvements through to results.

How youll make an impact

• Improve performance across phone email and chat by monitoring queue health service levels backlog and operational trends and recommending timely responses to staffing gaps and bottlenecks.
• Investigate complex applicant issues and performance gaps across systems policies staffing and team handoffs; identify root causes recommend fixes and verify whether changes resolve the issue.
• Partner with workforce management and Operations Managers to interpret demand capacity coverage occupancy adherence and shrinkage data and recommend staffing or scheduling adjustments.
• Provide peer training process guidance and routine feedback maintain team resources and complete spot checks; escalate formal coaching and performance concerns to Operations Managers.
• Coordinate improvements with internal and vendor partners help define requirements and test rollouts and escalate automation exceptions or system failures with clear documentation during incidents and high-volume events.

Minimum Qualifications

• Experience resolving complex customer or operational issues across systems and customer support channels.
• Experience analyzing operational or workforce data including demand handle time service levels backlog and coverage to recommend staffing or scheduling responses.
• Experience supporting peer development through training process guidance or routine feedback.
• Experience investigating root causes and coordinating operational improvements across teams from gathering evidence through testing solutions and documenting outcomes.

Preferred Qualifications

• Consumer lending or fintech experience including familiarity with verification policy or compliance workflows.
• Experience with workforce management platforms routing systems operational dashboards or spreadsheet analysis.
• Experience building or improving AI tools reusable prompt workflows or operational automations including testing outputs evaluating results and supporting adoption; experience with customer-facing AI or chatbot quality.
• Clear written and verbal communication with the ability to explain operational findings influence without direct authority and exercise judgment on sensitive escalations.
• Ability to manage competing priorities adapt to feedback and communicate risks with evidence and a recommended next step.

Position location This role is available in the following locations: Columbus OH

Time zone requirements The team operates on the East coast time zone.

In-Office requirements. You will be required to work from the Easton office 2 days per week.

Shift time requirements: You must be able to adhere to one of the following work schedules:

• Sunday - Thursday 11:30am - 8:00pm ET
• Tuesday - Saturday 11:30am - 8:00pm ET

Travel requirements As a digital first company the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

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What youll love

At Upstart our benefits for full-time employees are designed to support your health financial well-being family and personal growth. Heres 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 $15000 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

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

Experience:

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