Senior Customer Contact Specialist

About the role

The Senior Customer Contact Specialist plays a crucial role in supporting applicants across various channels during the pre-origination journey. They handle a broad spectrum of inquiries, focusing on escalations from the vendor support team and acting as a subject matter expert.

Responsibilities

• Respond to inbound email/phone inquiries and manage real-time chat support, providing accurate, helpful, and timely information.
• Take ownership of escalated calls from applicants, resolving concerns professionally while adhering to compliance and policy guidelines.
• Act as a subject matter expert by answering questions from vendor support teams via Slack.
• Support funnel conversion by proactively addressing common applicant questions or pain points.
• Maintain accurate notes of all interactions to ensure visibility and alignment across teams.
• Identify opportunities to improve customer experience processes, documentation, or messaging based on recurring feedback or support trends.

Requirements

• 1-2 years of experience in customer service and/or contact center support within a financial services or fintech environment.
• Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally.
• Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism.
• Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms).
• Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines.
• Impeccable judgment and acute attention to detail; ability to identify/anticipate customers' needs and clarify information.
• Proven track record of excelling in a metric-based environment.

Qualifications

• Financial services industry experience.
• Familiarity with front-line customer support tools and knowledge management platforms.
• Previous experience providing service for multiple product lines.

Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
• Retirement benefits, 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!)!