Lead Borrower Success Associate

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 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

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. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team

Upstart’s Borrower Success team supports borrowers throughout the servicing experience by delivering operational excellence, resolving complex issues, and continuously improving workflows that drive efficiency and consistency across servicing operations. The team partners closely with Operations, Loss Mitigation, Collection, Onboarding and Support teams to improve borrower outcomes, strengthen frontline effectiveness, and scale operational processes as the business grows.

As a Lead Borrower Success Associate at Upstart, you will serve as a subject matter expert supporting high-impact operational work across servicing operations. You will help improve workflow efficiency, manage escalations and operational risk, support frontline operations, and partner cross-functionally to identify and implement scalable process improvements that enhance both the borrower and agent experience.

How you’ll make an impact

• Serve as a subject matter expert across servicing operations, providing operational guidance, escalation support, and workflow expertise to frontline teams and cross-functional partners
• Monitor operational workflows, queue health, and backlog trends to identify risks, improve responsiveness, and maintain operational consistency
• Investigate and resolve complex borrower escalations, operational issues, and workflow breakdowns while balancing borrower experience, compliance expectations, and business priorities
• Partner with Operations, Loss Mitigation, Collections and Onboarding management teams to improve workflows, resolve blockers, and support operational improvement initiatives
• Identify process gaps and inefficiencies, recommend scalable solutions, and support implementation of workflow and tooling enhancements
• Maintain and improve process documentation, operational guidance, and knowledge resources to support consistency and operational readiness across the team
• Support frontline servicing operations as business needs evolve, including borrower-facing support across email, phone, and future chat-based workflows
• Use operational data, workflow insights, and business context to prioritize competing demands and support continuous improvement efforts across servicing o