# Senior Customer Contact Specialist, Chat Support

**Company:** [Upstart](https://hotfix.jobs/companies/upstart)
**Location:** Columbus, OH
**Role:** Customer Support
**Salary:** $25 – $25/hr
**Skills:** Live Chat, Customer Support, Root Cause Analysis, Issue Escalation, AI Tools, Workflow Automation, Process Improvement, Knowledge Management, Quality Assurance, Lending Operations
**Posted:** 2026-09-09

> Supports lending applicants through chat, phone, and email while resolving complex issues, coordinating escalations, and improving AI-enabled support workflows. Requires strong communication, investigation, documentation, and cross-functional problem-solving skills.

## Job Description

## Responsibilities
- Support applicants primarily through live chat and phone, with email and vendor support as needed.
- Investigate complex application questions, handle escalations, and make sound judgment calls.
- Serve as a subject matter expert for frontline vendor teams.
- Develop expertise across lending products, partners, application workflows, verification requirements, and internal systems.
- Own complex issues from initial contact through resolution, coordinating with Operations, Product, Risk, Compliance, Engineering, and lending partners.
- Use AI tools to research, analyze, draft, and solve problems; refine prompts, workflows, and automations; evaluate output quality; identify failure patterns; and provide actionable feedback.
- Identify recurring applicant pain points, investigate root causes, recommend solutions, and help implement process, knowledge, and workflow improvements.
- Communicate financial decisions and next steps clearly, accurately, concisely, and empathetically.

## Requirements
- Experience independently resolving complex customer issues in financial services, fintech, technology, or another regulated, rapidly changing environment.
- Exceptional written and verbal communication skills, including explaining complex or sensitive topics clearly and accurately.
- Experience investigating problems across connected tools or workflows, identifying root causes and patterns, and distinguishing individual issues from broader problems.
- Experience managing multiple priorities, open issues, and internal dependencies while maintaining documentation, accuracy, and follow-through.
- Experience learning and applying new products, policies, processes, or technologies in a rapidly changing environment.
- Ability to work from the Easton office in Columbus, OH two days per week.
- Ability to work a Tuesday–Saturday or Sunday–Thursday schedule on an assigned 9:00 a.m.–5:30 p.m. ET or 11:30 a.m.–8:00 p.m. ET shift.

## Nice-to-haves
- Experience supporting customers through live chat, phone, and email.
- Experience in a performance-focused environment measured by quality, customer satisfaction, productivity, and speed of service.
- Experience using AI tools to improve work quality, speed, or consistency, including testing outputs and translating findings into actionable feedback or product improvements.
- Track record of improving a process, knowledge resource, customer journey, or operational workflow from problem identification through implementation.
- Experience partnering with Operations, Product, Risk, Compliance, or Engineering to resolve issues.

## Compensation and benefits
- Anticipated hourly rate: **$25.48/hour**.
- Non-exempt position with biweekly pay and overtime eligibility.
- Benefits include health coverage, retirement benefits with company match, employee stock purchase plan, bonus opportunities, and annual equity grants.

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