Upstart
Senior Customer Contact Specialist, Chat Support
Columbus, OH, USA +1 · Senior · Full-time · Posted Sep 9, 2026
- Location
- Columbus, OH, USA
Columbus, Ohio, United States
About the job
Supports lending applicants through chat, phone, and email, resolving complex application issues and improving support workflows, including AI-powered tools.
What you'll do
- Investigate and own complex applicant issues and escalations, coordinating with internal teams and lending partners through resolution.
- Support applicants across live chat, phone, and email; provide vendor teams with subject-matter expertise as needed.
- Use and improve AI tools and support processes by evaluating outputs, identifying recurring problems, and recommending or implementing fixes.
What they ask for
- 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 explaining complex or sensitive topics clearly and accurately.
- Experience investigating complex problems across connected tools or workflows, identifying root causes and patterns.
- Experience managing multiple priorities and dependencies while maintaining accurate documentation and follow-through.
Nice to have
- Experience supporting customers across multiple channels, including live chat and phone.
- Experience using AI tools to improve work, evaluate AI-generated outputs, identify failure patterns, and provide actionable feedback.
Pay
$25.48 — $25.48 USD (hourly pay rate)
AI focus
Use AI tools to research, analyze, draft, and solve problems; refine prompts, workflows, automations, and other AI solutions; evaluate output quality, identify failure patterns, and provide feedback.
Model-written summary · the original posting is authoritative