Head of Borrower Success at Upstart - Remote USA — Columbus
Traveler-Friendly Insight
Remote-Friendly, But US/Canada Only: This role is explicitly remote across the US and Canada, so it suits location-flexible professionals — but it is not open to international remote workers or digital nomads based outside North America. If you hold a valid US or Canadian work authorization, you can live and work from virtually any city in those countries.
Schedule & Async Flexibility: Upstart's digital-first culture signals reasonable async flexibility for day-to-day work. However, this is a senior leadership role managing international vendor partners and cross-functional teams — expect some fixed meeting cadences driven by US business hours. Pure async is unlikely at this seniority level.
Travel Commitment: Plan for quarterly onsites of 2–4 consecutive days, typically once or twice per quarter. This is a moderate travel burden — compatible with a "home base" nomadic lifestyle within the US, but less suited to frequent international travel.
Salary vs. Nomad Destinations: The $128,100–$177,300 USD annual range is strong by any standard:
- Lisbon, Portugal: A comfortable lifestyle runs ~$2,500–$3,500/month. This salary affords an extremely high quality of life — but note you'd need a Digital Nomad Visa and Upstart does not appear to support non-US/CA employment.
- Bangkok, Thailand: ~$1,500–$2,500/month for a comfortable life. Again, visa eligibility requires separate planning outside Upstart's framework.
- Within the US (e.g., Medellín-equivalent cost cities like Tucson or Tulsa): Salary stretches significantly in lower cost-of-living US cities, which is where this role's flexibility truly shines.
Perks of Note: The annual productivity allowance is a meaningful perk for remote workers needing home office or coworking equipment. No explicit coworking stipend, but the allowance can be directed there.
About Upstart
At Upstart, we're 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 that's both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers.
We're 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 doesn't mean distant — we're intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. Whether you work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City, you'll have the support to work in the way that works best for you.
The Team
Upstart's Customer Experience team helps borrowers navigate the lending experience while maintaining a high bar for compliance, operational performance, and customer experience. The team supports multi-channel workflows and partners closely with Product, Engineering, Analytics, and Compliance to improve borrower support programs, scalability, and operational outcomes.
As the Head of Borrower Success, you will lead and evolve Upstart's Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling effective operating systems, strengthening performance and controls, and developing teams that deliver consistent results in a complex, evolving environment.
How You'll Make an Impact
- Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email, with accountability for service levels, quality, productivity, compliance, staffing, and cost efficiency.
- Establish consistent performance management, coaching, and quality frameworks that improve borrower outcomes and operational performance across teams and vendor sites.
- Use operational data and reporting to identify trends, diagnose root causes, and prioritize opportunities to improve service quality, efficiency, and scalability.
- Strengthen operational controls and quality programs to reduce errors, improve compliance performance, and support sustainable growth.
- Partner with Product and Engineering to reduce avoidable borrower contacts, simplify customer journeys, expand effective self-service, and improve support tooling and automation.
- Collaborate with Analytics, Compliance, and other cross-functional partners to improve workflows, operating programs, and the end-to-end borrower experience.
Minimum Qualifications
- 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 accountability for service levels, quality, staffing, compliance, or cost performance.
- Experience owning operational performance and quality or control programs in a regulated or similarly complex environment.
Preferred Qualifications
- 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.
Position Location: This role is available in the following locations: Remote
Travel Requirements: As a digital-first company, the majority of your work can be accomplished remotely. Most employees can live and work anywhere in the U.S. but are encouraged to 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.
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location — with our "digital first" philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training.
United States | Remote — Anticipated Base Salary Range
$128,100 — $177,300 USD
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
What You'll Love
At Upstart, our benefits for full-time employees are designed to support your health, financial well-being, family, and personal growth. Here's what you can expect:
- 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
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
- Comprehensive health coverage including medical, dental, vision, and wellness resources; 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
- 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
- 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 for physical and emotional well-being and personal development
- Annual productivity allowance to invest in tools and resources for your best work, wherever you work
- Connection and community through team events, all-company updates, and employee resource groups (ERGs)
- Onsite perks including catered lunches and fully stocked micro-kitchens at 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. 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 [email protected]
Frequently Asked Questions
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