# Senior Borrower Success Associate

**Company:** [Upstart](https://hotfix.jobs/companies/upstart)
**Location:** Remote
**Role:** Customer Support
**Salary:** $23 – $31/hr
**Skills:** Customer Support, Case Management, Customer Relationship Management, Generative AI, Email Support, Chat Support, Phone Support, Loan Servicing, Knowledge Management
**Posted:** 2026-09-04

> Resolves complex borrower inquiries across email, chat, and phone while researching issues, documenting cases, and applying servicing policies. The role requires customer-support experience, strong written and verbal communication, careful investigation, and accurate use of support systems and approved AI tools.

## Job Description

## Responsibilities
- Resolve complex borrower inquiries via email, chat, phone, and other support channels, including questions about fees, refunds, accounts, and loan servicing.
- Investigate borrower concerns using systems, policies, and resources to provide accurate and efficient resolutions.
- Own cases through resolution and identify when escalation to a partner team is appropriate.
- Contribute to first response time, borrower satisfaction, first contact resolution, and team productivity while maintaining quality and accuracy.
- Identify recurring borrower pain points, knowledge gaps, and process inefficiencies, and share insights to improve support resources and servicing processes.
- Use approved generative AI tools to organize information, research cases, and draft or refine communications; validate outputs against approved sources and borrower-specific information.

## Requirements
- Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment.
- Experience communicating with customers or external audiences through at least one written or verbal support channel.
- Experience researching information across multiple resources or systems to resolve questions or issues.
- Experience accurately documenting customer interactions, cases, transactions, or other detailed information.
- Ability to support evening coverage for a team operating until 9:00 p.m. Eastern Time.

## Nice-to-Haves
- Customer service, contact center, borrower servicing, banking, lending, or other high-volume support experience.
- Ability to communicate complex or sensitive information clearly across email, chat, and phone.
- Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools.
- Ability to balance efficiency and accuracy while managing multiple priorities in a changing environment.
- Familiarity with generative AI tools and ability to review and validate AI-generated information.
- BA/BS degree, associate degree, or equivalent work experience.

## Compensation and Benefits
- Anticipated hourly pay range: $23.41–$31.20 USD, varying by geographic compensation region.
- Target bonuses, equity compensation, and benefits including medical, dental, vision, retirement savings with company match, paid time off, family and parental leave, wellness resources, and employee assistance programs.

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