# Head of Borrower Success

**Company:** [Upstart](https://hotfix.jobs/companies/upstart)
**Location:** Remote
**Role:** Customer Success
**Salary:** $128k – $177k/yr
**Experience:** 8+ years
**Skills:** Customer Support Operations, Customer Experience, Vendor Management, Performance Management, Quality Assurance, Operational Controls, Compliance, Operational Analytics, Workflow Automation, Generative AI, Self-Service, Chat, Phone Support, Email Support
**Posted:** 2026-08-21

> Leads Borrower Success operations across internal teams and outsourced partners, owning service quality, compliance, staffing, productivity, and cost efficiency. The role requires scaled customer-operations leadership, vendor management, operational analytics, and cross-functional work with Product, Engineering, Analytics, and Compliance.

## Job Description

## Responsibilities
- 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 across teams and vendor sites.
- 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 borrower journeys, expand self-service, and improve support tooling and automation.
- Collaborate with Analytics, Compliance, Product, Engineering, and other cross-functional partners to improve workflows and the end-to-end borrower experience.

## Requirements
- 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, multi-channel customer operations.
- 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.

## Nice-to-haves
- Knowledge of regulatory and compliance requirements in 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.

## Compensation and Benefits
- Anticipated base salary range: **$128,100–$177,300 USD**.
- Target bonuses, equity compensation, and benefits including medical, dental, vision, retirement plans with company match, ESPP, paid time off, family and parental leave, wellness resources, and productivity allowances.

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