Head of Borrower Success

Upstart

Head of Borrower Success scaling borrower support operations for Upstart’s AI lending marketplace. Leading internal teams and vendors across channels, compliance, quality, and efficiency.

Posted 8/21/2026full-timeRemote • 🇺🇸 United StatesLead💰 $128,100 - $177,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer support operations, managing vendor partnerships, and implementing quality assurance frameworks. Proficient in using operational data to drive improvements in compliance and customer experience within regulated financial services.

Highest-signal resume keywords

Customer Support LeadershipOperational Performance ManagementRegulatory Compliance KnowledgeQuality Assurance FrameworksWorkflow Automation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Data AnalysisPerformance ManagementQuality Control ProgramsCustomer Experience ImprovementVendor ManagementService Level ManagementRoot Cause AnalysisAutomation ImplementationGenerative AI UtilizationCross-Functional Collaboration

Soft Skills

CoachingCollaborationCommunicationProblem-SolvingLeadership

Tools & Technologies

Customer Support ToolsReporting SystemsOperational SystemsSelf-Service SolutionsSupport Automation Tools

Industry Keywords

Consumer LendingFinancial ServicesCompliance RequirementsServicingCollectionsBanking

About the role

Key responsibilities & impact

Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email
Own service levels, quality, productivity, compliance, staffing, and cost efficiency
Establish performance management, coaching, and quality frameworks
Use operational data and reporting to identify trends, diagnose root causes, and prioritize improvements
Strengthen operational controls and quality programs to reduce errors and improve compliance
Partner with Product and Engineering to reduce avoidable contacts, simplify customer journeys, expand self-service, and improve support tooling and automation
Collaborate with Analytics, Compliance, and cross-functional partners to improve workflows, operating programs, and the end-to-end borrower experience

Requirements

What you’ll need

Bachelor’s degree or equivalent practical experience
4+ years of experience leading customer support, customer experience, servicing, or related operations
Experience managing managers and leading scaled customer operations across multiple channels
Experience managing outsourced vendor operations, including service levels, quality, staffing, compliance, or cost performance
Experience owning operational performance and quality or control programs in a regulated or similarly complex environment
Knowledge of regulatory and compliance requirements within consumer lending, servicing, collections, banking, or another regulated financial services environment
Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience
Experience building or scaling quality assurance frameworks, operational systems, or workflow automation
Ability to use operational data to identify root causes and translate findings into measurable improvements
Experience partnering with Product, Engineering, Analytics, and Compliance teams to improve customer-facing tools and workflows

Benefits

Comp & perks

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
Medical, dental, vision, and wellness resources for US employees; supplemental health coverage for Canada
Health Savings Account contributions for eligible plans (US only)
Life insurance and disability coverage
Paid time off, sick leave, and company holidays
Paid family and parental leave
Family-centered fertility, parenthood, and caregiving benefits
Employee Assistance Program offering mental health support and life-centered resources
Financial planning tools and financial concierge service (US only)
Annual wellness allowance
Annual productivity allowance for relevant work tools and resources
Team events, all-company updates, and employee resource groups
Catered lunches and stocked micro-kitchens at offices