Upstart
Head of Borrower Success
$128K–$177K
United States +2 · Remote · Director · Full-time · Posted Aug 21, 2026
- Location
- United States
Remote
Remote - Experience
- 4+ years; no alternatives stated.
- Education
- Bachelor’s degree or equivalent practical experience.
About the job
Leads Upstart’s Borrower Success operations, overseeing internal leaders and international vendors to improve borrower support, operational performance, controls, and scalability.
What you'll do
- Lead multi-channel borrower support operations and manage service levels, quality, productivity, compliance, staffing, and cost efficiency.
- Build performance management, coaching, quality, and control programs; use operational data to identify and address improvement opportunities.
- Partner with Product, Engineering, Analytics, and Compliance to simplify borrower journeys, expand self-service, and improve support tools and workflows.
What they ask for
- 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 customer operations across multiple channels.
- Experience managing outsourced vendor operations and owning operational performance and quality or control programs in a regulated or similarly complex environment.
Nice to have
- Knowledge of regulatory and compliance requirements in consumer lending, servicing, collections, banking, or regulated financial services.
- Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience.
Pay
$128,100 — $177,300 USD (base salary)
AI focus
Preferred experience includes using automation or generative AI to improve support workflows, reporting, efficiency, or customer experience.
Model-written summary · the original posting is authoritative